How ITIL® can help to transform IT service management in the academic world

How ITIL<sup>®</sup> can help to transform IT service management in the academic world


Following the recent launch of its global Academia initiative, which aims to improve collaboration between academia, students and commercial organizations on the development of best practice, AXELOS has highlighted how academic institutions can use IT service management (ITSM) best practice to transform their own service delivery and improve user experience.

Universities and other academic institutions across the globe are some of the largest spenders on IT infrastructure. In the United States alone, recent research by IDC has shown that higher education institutions are expected to spend over $6.6 billion on IT in 2015.

A new case study from AXELOS has demonstrated how Ohio State University has used ITIL, the most widely used ITSM framework in the world, to transform its IT infrastructure and service delivery, dramatically improving functionality and user satisfaction. The IT department at the university supports over 120,000 faculty, staff and students. The case study shows how Bob Gribben, director of service operations, used ITIL to develop and re-design new and existing processes to effectively communicate the benefits of the new framework throughout the organization and transform the end-user experience.

Bob said: “It is very hard to change the mentality of an institution that has never had documented, repeatable processes and procedures. ITIL provided a framework that made sense for us to adopt. It was easy to understand and easier to apply, because it wasn’t just a one size fits all solution.”

When introducing ITIL, Bob’s team started with their most visible pain points, the Service Desk function and Incident Management process. From there, they built on this success to role the new approach out across the organization. By prioritizing communication and inclusion in their adoption process, they ensured buy-in from the whole organization and minimized the impact of a substantial change process.

Philip Hearsum, ITIL portfolio manager for AXELOS, said: “For academic and research institutions, good ITSM is of paramount importance, ensuring that crucial work by students and researchers can be completed without the distraction of technical difficulties. This is a fantastic example of how ITIL can support technical teams in academic institutions and other organizations to build the right processes to support the complex needs of their users.”

AXELOS’ Academia initiative, launched in July, aims to improve collaboration between academia, students and commercial organizations, enhancing knowledge and development of best practice across IT Service Management (ITSM), Project and Programme Management (PPM) and Cyber Resilience. AXELOS is working with higher education institutes (HEIs) and their students from the across the world, providing a platform to discuss how incorporating best practice methodologies into academic syllabi can increase employability and close the skills gap.

Read the full Case Study >

Find out more information about the Academia initiative.

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Case Studies
Ohio State University Service Operations Industry
Director of Service Operations, Bob Gribben, explains the benefits of adopting the ITIL framework. Read