SOURCE: Cosentry

Cosentry

June 23, 2015 08:04 ET

Cosentry Improves Creighton University's IT Service Desk

Streamlined IT Support Services Added to Address Rising Service Requests Results in Decreased Response Times

OMAHA, NE--(Marketwired - Jun 23, 2015) - Cosentry, the leading provider of Managed IT solutions in the Midwest, today announced Creighton University has selected the company's IT Service Desk to streamline student and staff technical help inquiries and improve resolution times. The fully integrated IT service desk efficiently routes over 13,000 support questions generated by more than 8,000 students per year.

Located in Omaha, Nebraska, Creighton is a private, Jesuit, Catholic University founded in 1878. The University offers both undergraduate and graduate education in arts and humanities, law, and business -- along with a multitude of health sciences programs. As the institution began to grow, its IT department was faced with a challenge: How to support new technologies and mobile devices while still delivering high-quality IT support services.

"Our diverse population of students and educators are at the cutting-edge of technology and bring with them a multitude of computers, laptops and mobile devices to campus -- all of which require fast, quality support and problem resolution," said Christopher Erisson, Manager of Information Technology at Creighton University. "Unfortunately, our core IT support system was severely constrained by multiple, disparate service area and a limited staff."

During the first few weeks of each term, the department typically experiences a three-fold increase in support calls -- ranging from password resets and e-mail issues to installs, transcripts, and in-class support. However, the department began to experience an increase in requests from approximately 9,000 per year in 2010 to 13,000 per year in 2014.

Continued Erisson, "Our multiple service areas were performing similar work, but not all were utilizing the same Service Management solution. Customers would call our Service Desk but we wouldn't have record of previous work done or an effective way to share this history with other areas. This only added to the confusion. Additionally, we just didn't have the resources necessary to scale up and down to align with demand."

Working with Cosentry, the University transitioned to a single service desk solution for comprehensive, 24/7 event monitoring and Service Level Agreement (SLA) management, integrated with Creighton's FrontRange ITSM ticketing system. The Cosentry service receives the initial service desk request and then creates a trouble ticket -- routing the issue to the appropriate Creighton staff member. In addition, Cosentry resets passwords and provides a 25 percent first-call resolution success rate. 

"University networks are utilized by staff and students almost 24 hours a day, making it difficult for the Creighton team to consistently keep up on requests around the clock," said Cosentry TBD. "With the use of Cosentry's help desk services, the University's IT support team is now more responsive to student and staff needs and can quickly resolve issues."

"We're here to help make sure that learning continues smoothly, and partnering with Cosentry has helped us do that. Like many organizations, these days we have to do more with less -- but this is much more manageable, because Cosentry helps us use our resources strategically," Erisson concluded.

About Cosentry
Cosentry is the leading Midwest IT Solutions Provider, offering solutions that allow our clients to focus on their core business. Our customers can feel confident, knowing their IT Infrastructure is operating at the highest level of reliability, performance, and security. Cosentry has over a decade of experience providing data center services including Colocation, Cloud, Managed Hosting, and Managed Services. We operate as our client's local business partner, taking the time to truly understand their business while tailoring our solutions to meet each client's unique business and technical requirements. Whether virtualizing, consolidating, optimizing, or fully outsourcing data center and IT infrastructure, businesses can rely on Cosentry for help with resilient and versatile solutions. For more information, contact us at (866) 500-7661 or visit us at http://www.cosentry.com.

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