We use cookies to help you navigate efficiently and perform certain functions. You will find detailed information about all cookies under each consent category below.
The cookies that are categorized as "Necessary" are stored on your browser as they are essential for enabling the basic functionalities of the site. ...
Necessary cookies are required to enable the basic features of this site, such as providing secure log-in or adjusting your consent preferences. These cookies do not store any personally identifiable data.
Functional cookies help perform certain functionalities like sharing the content of the website on social media platforms, collecting feedback, and other third-party features.
Analytical cookies are used to understand how visitors interact with the website. These cookies help provide information on metrics such as the number of visitors, bounce rate, traffic source, etc.
Performance cookies are used to understand and analyze the key performance indexes of the website which helps in delivering a better user experience for the visitors.
Advertisement cookies are used to provide visitors with customized advertisements based on the pages you visited previously and to analyze the effectiveness of the ad campaigns.
Ability to adopt the ITIL framework to improve internal processes.
Reducing workload with automation and improved visibility to resource capacity.
Process consulting services helped to identify key areas to target.
Industry: Higher Education
End-users: 15,000
Previous System: Legacy
Key areas in which ISU has made great strides include ITIL Adoption, Resource Capacity Planning, Workflow Automation, SLA Management, and Project Intake. The team has relied on a combination of process consulting experts and technology from Velentix as well as user community for best practices.
With Velentix, organizations get much more than just a comprehensive platform for managing IT and enterprise service. They also get a full partner who’s invested in their success — as well as a network of thousands of users committed to sharing ideas.
This community-driven approach through Velentix has served Indiana State University (ISU) well in its journey toward greater IT maturity.
With support from the Velentix platform, the people behind it, and others who are using it, ISU’s Tech Support Services team are becoming more mature with its IT operations — and the ISU community has noticed the difference. “People are thrilled with our service now,” Yancy Phillips, team director, explains.
In addition to the Velentix community, Phillips and his team have also benefitted from TDX Converge, the annual Velentix client summit. “Interacting with the Velentix user community has helped us learn new ideas,” he says. For instance, ISU initially didn’t use the platform for project intake — but after hearing ideas from other institutions, the university is developing a project intake process.
Moving up the maturity ladder often depends on not only the supporting technology but also the broader supporting team. By belonging to a strong peer community, the team at ISU can quickly bounce around ideas, get feedback and share best practices. To help facilitate this, Velentix hosts monthly advisory calls, user group forums, and the annual client summit. There is also an online community board where users can post questions and ideas.
ITIL adoption is enabling the team to deliver optimized services … faster.
Resources are optimized with a centralized view of work across tickets and projects.
ISU hasn’t relied only on the platform’s comprehensive reporting features for insights on how to improve. The teamalso received valuable advice from Velentix process consultants.
“The consultants showed us how we could improve our delivery of service even more by empowering service owners to make changes within the system,” Phillips says. For instance, service owners are now responsible for approving knowledge base articles and setting service level agreements (SLAs) for their area of service. This simple change has made it clearer to everyone who has what authority, while further streamlining processes.
By looking at historical data within Velentix, service owners have been able to set practical SLAs for their area of service. “Knowing they’ll hear back from us within a specified time period makes a big difference to users,” Phillips says.
Organizations looking to optimize processes will benefit from a process consulting audit and engagement to plan for the future.
Notifications
