CASE STUDY: Loyola University Chicago

Loyola University Grants User Access
80% Faster with Ivanti Service Manager
Driving Greater Service Desk Efficiency

Profile:Loyola University Chicago is a private,
Jesuit, Catholic research university withmore than 17,000 students and six
campuses across the Chicago
metropolitan area.

Location:
ChicagoIndustry:
Education

Website:http://www.luc.edu

Solutions:

Loyola University Chicago needed to simplify and optimize service desk
support processes for its large population of faculty, staff, students andalumni. The university relies heavily on a student workforce to provide ITsupport for all its end-user computing needs – including help desk ticket
management and resolution. Since student labor changes every 15 weeks,
Loyola required an IT service desk system that was not only easy to use, butthat could also enable student workers to get up to speed quickly.
Familiar with earlier IT service management (ITSM) solutions from Ivanti, theLoyola University IT team decided to evaluate Ivanti Service Manager andquickly discovered it made their ITSM workflow much simpler to use for allpersonnel. This, in turn, resulted in faster ticket resolution and more efficient
help desk response, thus encouraging greater adoption across the university
without burdening IT for additional staff support.
“Using Ivanti Service Manager in the cloud makes it easy to get things done
because we can do it ourselves, without needing more internal or technicalresources,” said Alison Stillwell, IT service desk manager, Loyola University.
“We’re getting so much acceptance that we now have to prioritize all therequests for new IT service applications. It’s a nice challenge to have.”▪ Ivanti® Service ManagerIncreasing Service Desk Value through Self ServiceBenefits:▪ Accelerated incident request

resolution▪ Improved user self service▪ Faster student training

Ivanti Service Manager delivers powerful knowledge management, secureaccess controls and self-service capabilities for Loyola University. In particular,
the new self-service catalog has given end users an easy access portal for
quick incident and service request response. This feature has inspired interestin new applications across university departments and encouraged theexpanded use of ITSM through more recognized value.
“We have a lot of new faculty and staff that are onboarding with the university
and need to get multiple things hooked up,” said Will Schultze, seniorapplication administrator, Loyola IT service desk. “Once they realize that they
can simply log into a portal, fill out one form and be done, we started to see
great traction. It’s a one-stop-shop to get everything they need ready. It’s beenawesome.”

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CASE STUDY: Loyola University Chicago

Automating Service Response with IvantiOnce Loyola University transformed its ITSM processes
with Ivanti, it quickly realized the significant benefits ofstreamlined ticketing and automated workflows.
These benefits became of particular value when Loyola
University made the March Madness Final Four in 2018.
This sports milestone and heightened university pride
meant that there was a significant influx of requests fromalumni to re-activate their university email accounts.
“When we went to the Final Four we had an alumni
explosion with alumni coming back from many, many
years to reactivate their accounts,” said Stillwell. “UsingIvanti we were able to automate the process that used totake us seven to 10 days to perform manually. As a result,
we were able to reactivate alumni accounts in as little as
24 hours.”
Additional benefits of Ivanti Service Manager for Loyola
University include:••••Accelerated incident request resolution.
Automated quick action responses and templates
have made resolution possible with a simple one-totwo click procedure.
More efficient service request process. New
faculty, for example, can now onboard and request all
applications via an easy-to-use portal, starting withjust one form.
Faster student training. Knowledge management in
the form of articles and templates provide tools
students can use to get up to speed quicker for more
rapid service request and ticket response.
Simple workflow customization. IT service
automation drag & drop workflows makes it easy tocustomize policies for specific groups of users.

“Working with the Ivanti platform enables me to makesmall tweaks that have an impact on a particular usergroup,” said Schultze. “I really appreciate the platform’sflexibility. I can do things very nimbly. It’s that one small
piece that makes a group’s job a little bit easier.”

Delivering IT Services with Ease
Since implementing the cloud-enabled Ivanti ServiceManager, Loyola University has not only simplified
ticketing processes with streamlined workflow andtemplates, it’s realized more IT value.
Results seen by Loyola University include:•Time spent granting access control rights for users
has been reduced by 80%.

•Students are more effective and respond faster toservice requests by using knowledge base tools andtemplates.

•Security has been improved by automating accessrules and securing user approval even before
addressing technical incidents.

•Separating incident and service requests has enabledmore personnel to make use of the ITSM portal for
new services.

•The use of rogue applications across the universitythat were previously undetected and controlled has
been greatly minimized.

Following the successful adoption of Ivanti ServiceManager, Loyola University is now integrating it withits medical center campus faculty and staff. This willfurther improve IT productivity as well as reportingand user response.
“Now our senior management sees the opportunity forusing Ivanti in other applications,” said Stilwell. “Theyask, ‘can Ivanti do this?’ They’re very excited when
we tell them, ‘yes it can!’ It’s a major win for us.”
Note: Loyola University’s results are specific to its total customer
environment / experience, of which Ivanti is a part. Individual results
may vary based on each customer’s unique environment.

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