The Readi Report Vol.3 – Kansas University Service Desk

Kansas University’s IT department faces the challenge of supporting 65,000  students and staff. The IT Help Desk is comprised of student employees (which don’t have full access) and Help Desk Staff (who have limited technical depth) to resolve issues that arise with technology.  This resulted in a high number of tickets escalated to technical experts, which was both costly, time-consuming and difficult to have a reasonable response time.

To address these challenges, University of Kansas’ Enterprise Systems Group decided to use the READI Platform. With the READI Platform, the University was able to save $200k per year via Help Desk automation and self-serve portals that allow students and staff to get the information they need in minutes. The Help Desk staff no longer need to be given administrative privileges, and Kansas University can record and audit all system actions. Overall, the READI Platform has allowed the University to improve IT productivity, reduce operating costs, and ensure compliance.  Read the full case study here.