We’ve said it before, and we’ll say it again: Higher Ed IT professionals have the toughest jobs in the IT galaxy. Not only do they encounter the usual demands of managing IT and non-IT services, they have added complexities stemming from onboarding/offboarding thousands of users per year and servicing the ever-increasing number of devices that the current generation is so fond of. It is truly a BYO-Everything environment.
It’s important to keep in mind that for many students, college is not just where they attend class; It’s also their home for the better part of the year. On-campus students expect their XBOX, Apple TV, Blu-ray player, and other devices to work just as they do at home. And while universities may not support ALL of these devices, many schools, such as Villanova, give it their best effort.
Enhancing the service experience for students
“Today we have to support whatever combination of IP connected devices a student may bring with them. We accomplish this by combining our ‘TechZone’ support areas with innovative self-service and knowledge base options for our students and faculty to utilize. We have integrated the TechZone’s processes with EasyVista, streamlining workflow, improving customer experience and greatly scaling the number of students we can serve through intelligent self-service and rapid resolution.” - Nick Bruns, Help Desk Manager, Villanova University
As a Nova alum, I’m actually able to personally attest to Villanova’s commitment to providing students with exceptional tech support services. I can clearly recall many times as an undergrad where Villanova’s TechZone figuratively saved my life and literally saved my grades—including a particularly bad episode when my hard drive crashed right before midterm exams and papers! TechZone made it easy to open a ticket, drop off my laptop, and quickly get it back in working order. I’m incredibly proud that my alma mater is continuing to improve and expedite their service delivery processes to meet the next gen needs of its students, faculty, and staff.
So what’s next in service delivery and management for Villanova’s IT team?
“Next up, we’re creating a seamless student experience leveraging EasyVista Service AppStore. From campus maps to IT services and even reporting dorm room issues, it will be a one-click, single interface on any device experience. This puts Villanova’s ‘UNIT’ Technology Services in a position to greatly improve the Villanova Student Service Experience.”
For the full story on how Villanova University is keeping pace with the consumerization of IT and enhancing service delivery to its 10,000+ users, check out our recent case study.