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To achieve its academic goals within cost constraints, UNSW is focused on breaking down barriers between faculties and disciplines, providing a more consistent level of service delivery. The university's complex IT infrastructure and siloed approach to service management was not only impeding this goal through poor IT performance, but also resulted in unnecessarily high costs. UNSW has established a shared IT service centre, which uses a number of CA solutions, including CA Service Desk Manager, CA IT Client Manager and CA Service Catalog, merging siloed support groups and disparate technologies. As a result, the university has been able to integrate and automate core support processes, such as incident management across the university, as well as enable self-service for users.
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