Success story
By automating routine support requests with Ivanti ITSM and ITAM, UWE delivers 24/7 support while enabling its service desk to focus on higher-value, more complex issues.
UWE's relationship with Ivanti began with a practical goal: improve the experience of students and staff by making IT services easier to access, faster to deliver and more consistent to manage. The university introduced self-service, automation and standardised service processes that transformed an underperforming service desk into a more efficient and consistent operation. Those foundations continue to support UWE's evolution today, enabling AI-powered automation and a more proactive approach to support.
UWE's IT team supports a wide variety of users, each with different technology requirements. Alongside professional services staff using standard office applications, researchers work with specialist software and students connect through a mix of university-owned and personal devices. Ensuring every user can access the systems, software and support they need creates a significant operational challenge.
Password and MFA resets were among the most common requests reaching UWE's service desk. To reduce the time spent on routine support tasks, UWE introduced AI chatbot automation, providing users with 24/7 assistance while automating many of the repetitive requests that previously required service desk involvement.
By automating routine requests and connecting service and asset management data, UWE has changed how IT support is delivered. Repetitive tasks no longer compete for attention, allowing the service desk team to focus on the areas where their expertise delivers the greatest value to users.
Note: A customer’s results are specific to its total environment/experience, of which Ivanti is a part. Individual results may vary based on each customer’s unique environment.
