Challenge
A large urban community college system serves over 80,000 students across multiple colleges and satellite sites, including specialized programs such as a Culinary School and a radio station. Supporting this diverse community are thousands of faculty and staff who relied on a legacy IT platform that limited the speed, efficiency, and reliability of IT services.
The IT department managed a heavy operational load—handling roughly 200,000 emails annually and resolving about 6,000 helpdesk tickets each month, with volumes doubling during peak periods. Maintaining and updating hundreds of knowledge articles further added to the workload. The institution needed a modern IT solution that could improve responsiveness, automate workflows, ensure regulatory compliance, and deliver consistent, high-quality support across all campuses.
Solution
The institution approved a district-wide rollout of a modern IT Service Management (ITSM) platform, supported by a multi-year plan for continuous improvement. The solution was implemented across all campuses, modernizing IT operations for thousands of faculty, staff, and tens of thousands of students.
The ITSM implementation included modules covering Incident, Problem, Change, Service Asset and Configuration, Knowledge Management, Request Fulfillment, and an Employee Service Center portal. Integrations with existing systems—including HR, identity management, collaboration, and document signing platforms—enabled seamless workflows and accurate data synchronization.
Custom enhancements extended the platform’s capabilities, allowing real-time chatbot transfers to live support agents, bi-directional asset data management, and public-facing ticket submission and knowledge access for external users. These improvements transformed IT services into a responsive, unified system that could keep pace with the institution’s needs.
Services Delivered
- IT Service Management implementation: Incident, Problem, Change, Knowledge, Asset, Request Fulfillment, Employee Service Center
- System integrations: HR, identity management, collaboration, and document signing platforms
- Custom enhancements: real-time chatbot integration, bi-directional asset management, public-facing ticketing
- Workflow automation and process improvement
- Continuous improvement support
Benefit
Following implementation, ticket resolution times accelerated by up to 25%, and escalated issues decreased by up to 30%, resulting in smoother workflows and higher satisfaction for faculty, staff, and students. By adopting a modern ITSM platform, the institution increased agility, improved operational efficiency, strengthened compliance, and delivered consistent, reliable IT support across all campuses.
