Like all educational institutions, UVU’s normal operations were completely disrupted at the beginning of
2020 due to the COVID-19 pandemic. For the IT service desk, things were particularly challenging since
the team was already struggling with outdated software that was difficult to work in, and did not provide
visibility into the work being done. Once a ticket was open, neither the IT team nor customers could see if
progress was being made on it, and processes were unclear and overcomplicated.
Time to first response was measured in days, time to close a ticket was measured in weeks, and Tier 2
and Tier 3 tickets were often not responded to at all. Since no other metrics were available to them, the
service desk team focused on volume of tickets handled, but even hung up calls and wrong numbers were
counted as tickets, so the data was skewed. Not only was customer satisfaction low, workplace culture and
employee morale suffered.
The university recognized it needed more modern software to support the transition to remote classes
during the pandemic, and sustain its growing student population into the future. Fortunately, several years
earlier, UVU’s then-Director of Digital Services had come across both Atlassian and Isos Technology at a
conference. Both companies—and the Atlassian suite of tools—made a lasting impression on him.
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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