IT Solutions for the Education Industry
Georgian College: Upgrading to a new request fulfillment solution
Georgian College is one of Ontario’s fastest-growing colleges, offering education to 11,000 full-time and 28,000 continuing-education students across seven campuses in central Ontario.
With such a large student population, Georgian College’s IT department was facing increasing challenges with the incident and change management processes. Although they had a ticketing tool in place, it was simplistic and not sophisticated enough to differentiate between incidents, service and change requests.
Infront worked with Georgian College’s IT team to determine their needs in order to design and implement service and request offerings utilizing System Center 2012 Service Manager. With Infront’s support, Georgian College can now deliver a service request fulfillment solution that aligns their business and IT strategies and ensures that IT services provide real business value. These changes led to a better understanding of the supply and demand for services and thus a more efficient and transparent customer-service offering.
Background: Improve services and reduce costs with a hybrid cloud model
Royal Holloway, University of London has a 135-acre campus in Surrey near London, England, with 19 academic departments teaching some 9,000 students, including 2,000 postgraduates.
Royal Holloway, University of London wanted to change the way it provided IT services to users in order to deliver the same experience and choice found on consumer websites, as well as find a new way to deliver technology that focused on end users’ needs.
Infront helped build a hybrid cloud architecture by deploying Hyper-V virtualization technology and Microsoft System Center 2012, as well as moving workloads to Microsoft Azure. Royal Holloway, University of London’s new infrastructure now provides public cloud workloads so users can simply visit the self-service portal and fill out an online form instead of inundating the IT department with requests. The IT department is now able to focus on new initiatives.
LDCSB Background: Designing a single point of entry
The London District Catholic School Board (LDCSB) serves 18,000 students in 45 elementary and 9 secondary schools in the counties of Middlesex, Oxford and Elgin.
The LDCSB needed a complete Information Technology Service Management (ITSM) tool to manage requests through a single point of entry and automate business practices to track requests received from the 54 schools. They also needed a way for remote field engineers to access the ITSM and track their work items.
Infront worked with LDCSB’s IT team to understand their needs, and determined System Center 2012 Service Manager would be the ideal tool. Infront designed and implemented System Center 2012 Service Manager to deliver a service request fulfillment solution that aligns their business and IT strategies while ensuring that IT services provide real business value. A self-service, web-based analyst portal was also created to help remote field engineers fulfill their tasks.