CUSTOMER STORY Industry: Higher education Location: Warwick, United Kingdom Size: 6,000 employees A modern IT service delivery approach supports educational excellence Request types supported via self-service portal New services enhance university’s efficiency System of record provides complete visibility 1 150+ The University of Warwick seeks to modernise its IT service desk to deliver better customer service Warwick, one of the UK’s leading universities, has a reputation for excellence in providing research and learning facilities for 25,000+ students and employs nearly 6,000 academic, research, teaching, professional, and support staff. The IT department faced a situation where its ageing help desk system could no longer be upgraded or supported. Shane Parsons, Service

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