University – IT Service Management (ITSM) Solution

University - Infrastructure Services (ITSM)

The Client: One of the largest universities in North America.

Business Problem : As part of an effort to consolidate its IT resources and streamline its processes, the client decided to enhance its ITSM capabilities through implementation of a common toolset.

Solution : Emtec worked with the universities 12 service desk divisions to develop a set of common processes, training and documentation that would provide the basis for university-wide incident and change management procedures. Emtec also implemented a new unified Service desk platform- BMC Remedy.

Results : University now has one central tool used by all of their service desks. With a single tool, a single process and a single language it makes it possible to now work cooperatively. Information is consolidated in one place for transparency and more proactive decisions.

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