Wednesday, May 1, 2013

ITSM in Higher Education

EducationIf you work in IT support for a large enterprise, you may think that you have some unique challenges. But imagine working in higher education. Think of the peak in your workload at the beginning of each semester when new students and visiting professors come to you for help. And they are not using a locked-down PC that neatly conforms to the corporate standard. They come to you with devices from all over the world. Of the international students, most do not even speak your language.

Tallinn University of Technology logoThis is the reality of working in IT support at the Tallinn University of Technology (TUT), where they probably have more experience with bring-your-own-device (BYOD) than any corporation.

Implementing an IT service management solution for a university is different. Nobody would have been surprised if TUT had selected a toolbox ITSM application and customized it to fit their needs. Instead, they opted for ITRP because it was able to meet their requirements without any customization.