Providing IT service management (ITSM) for a university faculty can be a tough task to master. First of all, many different departments with different needs. Furthermore, each department has different objectives. Finally, add over 2.000 faculty members.
The university IT department provides and supports IT service management (ITSM) for all faculty. They had already deployed Jira from Atlassian but due to various reasons, it was not being used very much. With such a low adoption rate, the outlook was bleak. There was a strong demand for simple and straight forward interface. Automating parts of the existing IT service management was also at the top of the wish list. Additionally, the IT department did not want to maintain a separate user database. Considering their current situation, Jira ITSM for university faculty did not seem to be the answer.
The Solution: Jira + Servado = ITSM
Enter Servado Enterprise Portals for Jira! It was configured with no coding and minimal time effort. (you can view setting up a portal in 3 minutes to see how easy it is to configure it.) Go-live took place shortly later. Now, because of Servado, Jira ITSM for the university faculty became a reality! This particular instance was running Jira on Server.
As a result, Servado Enterprise Portals provided the means to engage the faculty in processes consistent with the ITSM of the IT department. Therefore reducing overall IT cost and complexity. Below you can see the goals and outcomes:
|Task accomplished||Business outcome|
|Faster resolution time on service tickets||Reduced Cost & Increased Customer Service|
|Maintain one user database||Avoid Risk, Reduced Cost & Complexity|
|End-to-end customer service and customer engagement through simple UI||Increased Customer Service|
Experience the power of Servado Enterprise Portals by trying our online Sandbox out. This is a full setup so there is no need to install on your own sever. You can also get a free trial of Servado Enterprise Portals for Jira on the Atlassian Marketplace. That way you can experiment in your own test server.
The administrator handbook is available online. We have also included some sample configuration at this same site.