The University of Aberdeen, From Anecdotes to Analytics to Action

Founded in 1495, the university of Aberdeen is a public research university in Aberdeen, Scotland. They are consistently ranked among the top 30 in th United Kingdom. The university has close to 18,000 undergraduates and postgraduate students, and academic and administrative staff working across four divisions, is tasked with making sure their wired and wireless networks, server infrastructure, IT classrooms, audio-visual media services, and software and hardware assets are always up and running, properly managed and supported on-time.

Using a legacy IT support tool implemented in 2009 meant that many processes involving incident management were manual which increased their average resolution times and posed a challenge their service delivery aspirations.