The University, known for its rich heritage, serves 25,000 students across three campuses, and a number of schools such as the School of Architecture and Construction and the School of Business.
Head of Information and Communications Technology Alan Broadaway spearheaded the project, which will help the service desk improve support for desktop, infrastructure, email and classroom IT. “The change was prompted primarily by a need for better reporting and self service. We were looking for a tool to help us improve service, one measure of which will be shorter fix times, to analyse our performance more effectively, and to function in a more structured way by introducing service catalogues.”
Sostenuto was selected from a shortlist of software tools, once the department’s ITIL processes had been mapped out in detail. “We had strict criteria for the software, and Sostenuto was in the best position to fulfil these,” says Alan Broadaway. “There were some definite ‘must haves’ on our list, including that the software be entirely web-based, ITIL 3 compatible, coupled with powerful reporting functionality and highly configurable. Sostenuto ticked all of these boxes, and was the first choice thanks to a combination of variables including price, functionality, flexibility and good account management.”
“I have to say that Sunrise struck me from the start as a professional company, who would work with us to achieve our objectives.”
The University procured Certero’s asset management solution AssetStudio™ from Sunrise to work in tandem with Sostenuto. Self service interface Chameleon was also included in the deal, with the aim of providing direct support to the University’s 25,000 students and staff in due course. Further stages of the project also include plans to extend the use of Sostenuto to support business, remote and e-learning applications.