By using Ivanti to unify their Service Desks, the benefits to the University of Cambridge were staggering. They…

• Merged two autonomous IT Service Desks into one, with full reporting and ITIL processes
• Provided access to system via the Cloud for a seamless digital, 24x7x365 experience for staff and students
• Improved user support with incident, request, self-service,and knowledge management modules, increasing productivity

Here, Steve Hoensch, Head of Frontline Services, UIS explains why they chose Ivanti Service Manager, powered by HEAT and what they found once it was fully operational.