CASE STUDY: University of Surrey ivanti.fr Centralized IT Service Management Enhances Student Experience and Promotes IT to Strategic Service Provider When the centralized IT team at the University of Surrey (UoS) began unravelling issues facing its own customer helpdesk in 2014, it was unaware that its resultant success would become the reference cornerstone into a journey of customer focused service delivery across multiple UoS departments. Based in Guildford, England, the university specializes in science, engineering, medicine, arts, social sciences and business disciplines to over 14,500 students and staff. The school’s centralized IT department strives to offer users a fully managed, highly available, digitally enabled experience. Sonja Browning-Page, Deputy IT Dire

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