Utah Valley University Partners with Isos Technology to Implement Jira Service Management

Solution

As a public institution, UVU faced both financial and compliance challenges that needed to be resolved before it could implement new ITSM software. Isos Technology was able to help UVU meet its financial limitations by taking advantage of Atlassian’s educational pricing, and carefully managing who at the university received licenses. Compliance concerns were addressed through custom programming. Ultimately, Isos implemented Jira Service Management and Confluence, and the UVU team set up asset management as well. UVU also took advantage of Isos’ managed services offering to support ongoing expansion and maintenance of the tools.

Now Jira Service Management (JSM) serves as command central for UVU—a portal where students, faculty, and staff can submit tickets and raise issues, and the IT service management team can work on them.

The Results

Isos Technology implemented JSM as a service portal by nearly every operational and academic department at the university. As a result of the widespread adoption, students, faculty, and staff now benefit from a single, centralized university-wide portal where requests or issues of any type can be submitted and resolved. This implementation included:

• A single, centralized, University-wide portal
• Streamlined processes 
• Increased transparency 
• Meaningful reporting and metrics 
• Significant service improvements 
• And more!

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