Villanova University Shares ITSM Challenges and Triumphs
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At last year’s EV Connect customer conference, I had the pleasure of dining at the unofficial Higher Education table where customers from Villanova University and Samford University sat during our dinner cruise down the Mississippi River. Naturally there was a lot of talk about service management on campus and the specific challenges faced by Higher Ed IT organizations. In light of the consumerization of IT era and all the expectations that come with it, I was fascinated by the uniquely thin line between “work” and “home” in the college setting. University students not only study on campus—they live there—and they expect to be able to use all the same electronic devices that they normally enjoy in the comfort of their own homes. I also learned that each student walks on campus their first day with an average of eight devices! I can’t think of another industry where IT is pressured to manage this array of services for thousands of users that come and go each year, on a round-the-clock basis.
The next day at the conference, Christian Slater from Villanova University joined us on camera to share his thoughts on the challenges faced by campus IT and the benefits he’s experienced from implementing EasyVista’s mobile-first service management platform. Insightful metrics, advanced self-service capabilities, and increased visibility into the lifecycle of an incident or service request has led to major improvements for Villanova’s IT organization. “Being able to see in real time what an individual user is experiencing, and being able to track that, allows us to do a better job, to be more timely, and to provide a better customer service experience,” said Slater.
Check out the 4-min video below for more insights on Higher Ed service delivery: