About the Customer
The University of North Carolina at Pembroke (UNCP), also known as UNC Pembroke, is a public, co-educational, historically American Indian liberal arts university in the town of Pembroke in Robeson County, North Carolina, United States. UNC Pembroke is a master's level degree-granting university and one of 17 schools that constitute the University of North Carolina system.
Scope and Challenges
With Pembroke’s old systems, the IT help desk was hamstrung by a patchwork of manual processes and discrete tools. IT support was time-consuming and frustrating for everyone.UNC Pembroke needed better tools to deliver the kind of IT support to fit the university’s mission of bringing a personal touch to higher education. IT set out to find the right service management platform. “We wanted something cloud-hosted, something our internal people didn’t have to manage,” says Wes Frazier, Academic Applications Administrator at UNC Pembroke. “We host so many systems that we didn’t want to manage another thing.” Plus, people could access a web-based service management system from any device, especially mobile. IT also wanted to create a self-service portal, which makes support more efficient and is favored by tech-savvy students and staff. Most importantly, IT wanted a service management platform that could meet its immediate needs for incident response and knowledge management, and one that would grow as IT support matured and added capabilities such as change management.
The University of North Carolina at Pembroke uses Ivanti Service Manager for incident management, self-service, and configuration management. The applications team is using Ivanti to automate business workflows, including reporting requests that require approvals from different department managers and data stewards. By tracking the approval process through Ivanti, IT has eliminated a paper-based process and can ensure that the reports are completed faster and with less effort. The ECT team is using Ivanti to keep up with employee transitions and student enrollment. By tracking employee onboarding and offboarding through the solution, IT can ensure that new users have access to the appropriate applications and networks – and those access rights are terminated when users are no longer at the university. Ivanti Cloud Discovery has vastly simplified the onceonerous task of IT asset discovery and inventory management. Now IT staff can find, audit, and continually track every device, major operating system, and application on the network easily. And that makes its annual campus-computing refresh a breeze and gives he university the visibility it needs for compliance and reporting. IT staff and end users have welcomed Ivanti and reactions have been overwhelmingly positive.
Outcome and Implications
Pembroke is just getting started with its service management journey and is encouraged by its early successes. Frazier is excited about the ability to use data to drive better IT decisions. “You can query all the business objects in the product,” he says. “In Ivanti training, we were amazed at how much data we had about our systems, how we could run queries against it, and how narrowly we could define data. Our leadership was thrilled when they realized what data we were getting that we didn’t have before.” IT is already planning its next steps. Frazier is exploring using Ivanti’s custom business objects to create additional IT workflow processes. IT is evaluating Ivanti’s portfolio management module to help IT focus more strategically. Word of Ivanti’s power is spreading beyond IT, and Ivanti has caught the attention of the university’s public affairs department to help it manage its PR-related service requests and incidents. Frazier expects more university departments to use Ivanti to manage their business-service workflows. “We can leverage Ivanti even better as we give it more data. We’re going out of our way to make sure that we do. We’ve figured out that the more you invest in Ivanti, the more you can get out of it.” “Our organization is young when it comes to service management,” says Frazier. “Ivanti has proven itself in that it’s good for us now, and it can grow with us for the future. It’s not overly intimidating to learn or use if you’re just coming into service management. And it’s been a good mirror for us to examine our own process and find other ways to streamline and automate. You can focus on the present, see how you’ve matured, and look to the future.”
“Ivanti has the power to grow with us and is easy to use to start off with. You can’t ask for better than that. We have a lot of self-service portal users – students and administrators – who like being empowered to put in their own tickets and track ticket status. The people who interfaced with the aging systems fell in love immediately with Ivant" -said Wes Frazier, Academic Applications Administrator at UNC Pembroke.
“Before, we might as well have been using slide rules,” says Frazier. Within IT, the applications, network, and systems teams use Ivanti for service management, as does the educational and client technology group (ECT). “We’ve figured out that the more you invest in Ivanti, the more you can get out of it.” —Wes Frazier Academic Applications Administrator
|Vendor||Old Product||New Product||Function||Market||Users||VAR/SI||When||Live|
|Ivanti||Legacy Applications||Ivanti IT Service Manager||IT Service Management||ITSM||n/a||n/a||2016||2016|
|Subscribe||Subscribe||Subscribe||Enterprise Resource Planning||ERP Financial Management||Subscribe||Subscribe||n/a||n/a|
|First Name||Last Name||Title||Phone|
|Subscribe||Subscribe||Vice Chancellor for Finance and Administration||Subscribe||Subscribe|
|Subscribe||Subscribe||Executive Director of University Communications and Marketing||Subscribe||Subscribe|
|Subscribe||Subscribe||Academic Applications Administrator||Subscribe||Subscribe|