Universidad Andrés Belloelevates service and support
Improving IT service response time and customer satisfaction withHP Managed Device Services (MDS)

Objectives

Business Outcomes• Optimize device fleetmanagement• Free IT staff to focus on
education priorities• Minimize security threats• Improved student and staff
user experience• Enable collaboration acrosseight campuses

INDUSTRY:
Higher Education
COUNTRY:
ChileApproach• HP Managed Device Services(MDS) for improved hardware
support, services and analytics• Endpoint management for
2,500 devices• HP handles configurationand security tasks• Faster incident resolution
increased UNAB staff productivity• Time and cost savings with asingle provider• Planned extension acrossentire university

48,000students

8campuses

Objectives
Providing the tools to transform learning and drive research
Universidad Andrés Bello (UNAB) is the largest university in Chile, with
48,000 students and eight campuses located in the country’s three largest
cities: Santiago, Viña del Mar and Concepción. The university focuses onproviding a world-class education to its students, preparing them to enter aglobal workforce and drive innovative thinking and research that will enrichand give back to their communities.
Eduardo Guíñez, Campus Director at Casona Las Condes, one of UNAB’s
main campuses, agrees: “In every field of study, from healthcare tobusiness to education, we look beyond providing the tools, knowledge
and skills our students need. We ask what we can do to help to make ourcountry better. I believe that’s the value they choose with us.”
However, UNAB found that as the university grew and expanded its useof technology, its IT department was spending less time building valueand more time maintaining devices and managing software. “The size ofour institution makes it challenging to provide our students and facultywith the tools they need to do their work,” explains Rodrigo Loyola Armijo,
Director of Technology and Information, Universidad Andrés Bello. “Timeand opportunity are key.
“When a professor or student needs software, it must be updated, available
and accessible to anyone who needs it. We also need to be able to help
people quickly and efficiently when they experience problems, and that wasbecoming more difficult.”
UNAB faced the challenge of protecting students and staff from external
threats such as malware and ransomware, as well as controlling physicalsecurity and access to the devices across the university’s many locations.
The IT team wanted a more proactive, unified approach that would requireless time and manual effort, which led them to explore the HP MDS solution.

“With HP MDS, UNAB provides
operational support onsite for ourusers, bringing service response
times to a minimum.”
Rodrigo Loyola Armijo
Director of Technology and Information, Universidad Andrés Bello“Working with HP asa single technology
provider saves
time and costs.
HP understands
how we work as
an institution andin the classroom.
Having that levelof understanding
allows us to be much
more efficient andeffective, which isimportant to us.”Approach

Rodrigo Loyola Armijo
Director of Technologyand Information
Universidad Andrés BelloHP also provides device configuration services, including asset tagging
and image loading; managed deployment services; optimization services
including installs, moves, adds and changes; as well as ongoing asset
management and responsible end-of-life services. The university also
enjoys a dedicated Account Delivery Manager and dedicated Level 1
helpdesk services to address the 3,000 helpdesk requests submitted tothe university’s IT department each month.

2,500

In addition, Armijo and his team use HP MDS to maintain control over thesecurity of university devices, to minimize security vulnerabilities with thelatest OS patches and to enforce security policies and protect devices
with physical security measures.

devices managed

Time and costs saved

Providing hardware, AI-driven analytics, proactive
management and services
Today, UNAB has a three-year HP MDS contract that covers eightcampuses with 2,500 devices. HP manages a portfolio of devices fromhigh-performance HP Z Workstations and EliteBook notebooks toProBook notebooks and ProDesk PCs. The HP MDS solution includes
AI-driven insights for early detection of battery or hard drive replacement
needs before any interruption to users. Analytics and reports from HP
TechPulse provide insights and guidance for IT planning, budgeting andresource optimization.
“With HP MDS, UNAB provides operational support onsite for our users,
bringing service response times to a minimum,” says Armijo. “It isn’t
enough to simply deliver a device. Instead, we must ensure the device isalways available, with all its data and applications, whenever someone
needs it.”Solution at a glance
HP Services
Managed Device Services (MDS)
Proactive Insights
Configuration Services
Deployment Services
Helpdesk

HP Hardware
EliteBook Notebook
ProBook Notebook
ProDesk PC
Z Workstation

Faster response times
resolve problems quickly<50%
Helpdesk call and ticket
volume reduced by halfBusiness Outcomes
Faster, more effective services and support
Using a single-vendor solution empowers UNAB to improve the user
experience for students and staff. Students and professors get the benefitof dedicated HP Helpdesk and device refresh services, so devices are ready
and working whenever and wherever needed. Since HP assumes the timeconsuming tasks of supporting, securing and managing devices, Armijo andhis IT team can concentrate on more strategic initiatives.
“We decided to adopt HP MDS because it allows us to deliver better service
and support to our students and staff. We’re a large university with a highdemand for tech support, and it takes a lot of time and effort to meet thoseneeds. HP Helpdesk makes it possible to deliver that support quickly acrossa growing and complex IT environment.”
HP has become a valued strategic partner for UNAB, working closely withuniversity staff to develop a holistic understanding of the IT organization’s
needs. “Working with HP as a single technology provider saves time andcosts. HP understands how we work as an institution and in the classroom,”
Armijo says. “Having that level of understanding allows us to be much more
efficient and effective, which is important to us.”
UNAB is now looking at extending HP MDS to a total of 6,000 devices so it
can offer its benefits to the entire university. “When you’re working with theoperational complexity of a university, having a robust technology solution
provider is critical,” Guíñez says. “We need to be fast, we need to haveinformation, we need to deliver stability in our services, so a relationshipwith an industry leader is very positive for us. Working with HP allows us toachieve important synergies between the different services and products
we provide.”
Armijo says those solutions will help UNAB students to embrace technology
as it evolves. “Technology crosses all disciplines, and all of our students –whether they’re training to be engineers, doctors or lawyers. We’re helping
them prepare for that future.”

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