3 case studies for ITSM high-achievers

by Patrice Burnside, on 13-Nov-2017 13:54:00

Looking for opportunities to increase your IT maturity? It's a long-term process, no doubt. But there are plenty of incremental steps you can take to progress your organizational goals.

 To start with, have you maximized the benefits of self-service? Explore the difference self-service can make, based on three case studies featuring real-life IT champions.



Following the roll out of self-service functionality, customer satisfaction increased to more than 82% at Xentrall Shared Services. Email contacts fell by 98%.

 How to reduce ICT email contact to 1% or less

Perhaps you’ll relate to the challenge faced by Xentrall Shared Services: reduce budget despite rising demand. What to do? A self-service solution helped Xentrall cut ICT email contact to 0.8 percent. Costs lowered. Customer satisfaction soared.

Discover how


 Service Desk calls fell by 30% when Home Properties introduced self-service. Customer satisfaction rose.

 Annual IT savings exceed $40,000

Home Properties achieves more than $40,000 in annual IT savings, thanks to self-service. Calls to the Service Desk have fallen 30 percent. Want to model this success?

 Discover how



  Service Desk call volumes fell as efficiency enjoyed significant uplift at the the University of Canterbury, thanks to self-service functionality.

 Service Desk calls fall by 50%

The University of Canterbury optimizes Library and Campus services with self-service. The Service Desk now gets 50 percent fewer calls. Could you do the same?

 Discover how


Want to explore more use cases from the world of ITSM? Read more ITSM case studies here. Discover the big picture cost-savings and organizational efficiencies you can achieve today.

Topics:Case StudySelf-ServiceIT Maturity


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