- Days to implement
- ITIL processes supported
- End users
As Western Australia’s largest and most culturally diverse university, Curtin University is one of the world’s leading universities, with campuses in Australia and Southeast Asia offering undergraduate, postgraduate, and research opportunities. In 2015, with 5,000 employees, 50,000 students, and two legacy IT service management (ITSM) tools that didn’t meet current needs, Curtin University embarked on a journey to implement a new tool. Their existing systems were resource-heavy, unstable, and unreliable, and lacked in some functionality such as a self-service portal and comprehensive reporting capabilities.
"Cherwell Service Management has made my team’s work easier, exactly what a good tool should do. We finally have a product that meets the needs of all of our organisation’s service areas, with a balance between capability, configurability and usability." - Steve Covi, IT Service Centre Manager
Curtin University chose Cherwell Service Management and, with the help of implementation partner, Service Quality, deployed the solution for use within IT, Procurement, HR, Health and Safety, Finance, Learning, and a student-facing service centre. One of the stand-out features is the dashboards, which provide real-time metrics and the ability to look at work queues. Another popular feature is the dynamic creation of incidents or service requests based on the selected taxonomy within a single record.
Curtin University has benefited from an improved user experience, performance, and reduced infrastructure outages. Achievements include:
- Significant reduction in call volume due to implementation of the IT self-service portal
- Greater visibility into work performance with system dashboards
- Simplified training for users across multiple teams (both IT and non-IT) due to single, standardized system
- Increased efficiency through email integration and Cherwell One-Step™ workflows
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