The University of North Carolina at Pembroke (UNCP) was founded in 1887 as the Croatan Normal School to educate Native American teachers. To reinforce its goal of changing lives through education, UNCP today offers small classes and a low 16:1 student-faculty ratio in its 41 undergraduate and 17 graduate programs. The campus is considered one of the most diverse in the nation, with 62 percent of 6,200 students identified and minorities.
Industry: Education
Website: http://uncp.edu/
Products
Service Manager
This solution, deployed in the cloud or on-premise, helps IT departments modernize the service desk and deliver more value to the business. Organizations can: 1) reduce service desk call volume by up to 80% with the help of knowledge management tools; 2) reduce downtime due to unplanned or unapproved changes by up to 75%, cutting IT costs; and 3) reduce the number of status calls received by up to 80%, improving service quality and compliance.
[product summary]
[product summary]
[product summary]
Benefits to UNCP
A cloud-hosted solution
“We wanted something cloud-hosted, something our internal people didn’t have to manage,” says Wes Frazier, Academic Applications Administrator. “We host so many systems that we didn’t want to manage another thing.” Plus, he says, people could access a web-based service management system from any device, especially mobile.
A service management platform that scales
Ivanti Service Manager has met UNCP’s immediate needs for incident response and a knowledge management system, and it represents a platform that can grow as IT support matures and adds capabilities such as change management.
Context-sensitive search
Following a demo of Service Manager by Ivanti representatives, Wes Frazier commented, “We were blown out of the water by the context-sensitive search in Ivanti. It unifies everything—incidents and knowledgebase—right off the bat. It’s highly configurable without having to drop down into code. You can’t ask for better than that.”
Paper-based process eliminated
The applications team is using Ivanti to automate business workflows, including reporting requests that require approvals from different department managers and data stewards. By tracking the approval process through Ivanti, IT has eliminated a paper-based process and can ensure that the reports are completed faster and with less effort.
Keeping pace with employee transitions and student enrollment
The Educational and Client Technology Group (ECT) uses Ivanti to track employee onboarding and offboarding. Doing so ensures that new users have access to the appropriate applications and networks—and those access rights are terminated when users are no longer at the university.
Using data to drive better decisions
Says Wes Frazier, “You can query all the business objects in the product. In Ivanti training, we were amazed at how much data we had about our systems, how we could run queries against it, and how narrowly we could define data. Our leadership was thrilled when they realized what data we were getting that we didn’t have before.”