
Service Excellence in Higher Education
Raising the bar on service operations

Situation
A large, private Midwest university with a reputation as a leading research institution wanted to improve service operations.
Problem
Deteriorating support and service from prior service providers.
Poor reputation for help desk, IT support services.
Excessive cost of support.
Action
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Transformed support model to an HDI certified ITIL compliant best practices showcase.
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Provided integrated L1 and L2 support in a shared service model.
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Implemented new technologies to reduce call volume and improve analytics.
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Provided multiple paths for support.
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Co-location of InnoVest team in WV.
Results
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Implemented service in 8 weeks from signed agreement to fielding calls.
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94% of service desk customers recommend the service to their peers.
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Seamlessly addressed call volume fluctuations.
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Call volume increased by 50% due to glowing word-of-mouth recommendations.
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Increased scope of services provided to include application monitoring.