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UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while minimising the resources needed to 'keep the lights on', UTS decided to adopt an integrated IT support model based on ITIL best practice. UTS deployed CA Service Desk to underpin its new centralised support operation and ITIL adoption. As well as being used by the IT division to track around 700 incidents, problems and changes every week, the CA solution also provides 32,000 students with self-service support options. This has helped to contain the growth in the volume of IT helpdesk calls.
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