Redefining work management and staff experience for a leading Spanish education provider
About the customer
The client is a historic university centre in Spain with more than 12,000 students and 1,000 employees, including faculty and non-teaching staff.
In recent years, the university has expanded its offerings by opening a business school that aims to position itself as a leading education provider globally.
Sector: Education
Number of employees: 1,000
Number of years working with this client: 13
The challenge
Implement Jira as a client ticketing platform.
Improve asset management.
Implement an application to optimise work and drive transparency.
Optimise internal support portal.
Implement internal request management tools accessible to university staff and students.
Customised consultancy.
The solution
Adaptavist has been optimising the university's internal management since 2012. Our multifaceted working relationship is underpinned by mutual trust, and over this time, we have implemented numerous improvements that deliver value across the organisation.
We started the engagement by creating a customer portal tailored to the university's unique needs. To do this, we migrated the management of their incidents and service requests to a Jira platform. This is how the university changed its service management model to the use of tickets for all university staff.
Created another environment in Jira specifically for IT teams
With the optimisation of the university's service management, the customer portal became more complex. To support the large number of requests, we created another environment in Jira specifically for IT teams, giving the university two service management platforms: one for general information management and one for IT requests.
Created a service catalogue, workflows, and support groups
Next, we improved the management of IT department incidents and requests by creating a service catalogue, workflows, support groups, and integration with development teams. The Adaptavist team ensured that all of this was customised and adapted to the needs and specifications of the university.
Created a Student Support Centre environment
We then created the User Support Center, an intuitive and easy-to-use platform for the university's academic, research, and administrative staff. Shortly after replicating this model, the Student Support Centre environment was created, extending the ITSM strategy to the wider university community.
Evolved the service information centre to an email help centre
To make student requests as easy as possible, we created an email request flow that replaced the service portal ticket. This helped evolve the user support center from a service information portal for students to an intuitive help centre with a process the students knew well (email).
Implemented CMDB
We also implemented CMDB in these new workspaces— where all data about the organisation's networks, systems, and IT infrastructure was stored. Its development integrated the university’s IT configurations inventory into ITSM processes.
Designed a project demand model prior to development
After several years of working closely together and developing solutions for the university, we designed a project demand model to evaluate the viability of the new student support centre's project before executing it. This saved the university time and resources and optimised the working time of its employees.
The model was of great interest to the client. Once implemented, it was used even for tasks that did not correspond to Adaptavist's work. For example, the university staff designed an internal use app using the parameters of the project demand model. In this way, we applied solutions to internal needs that we had not previously considered.
Implemented Confluence for collaboration
We also incorporated the use of Confluence into the university's management, which allowed teams to have a new collaborative space to review their projects.
Evaluated and reengineered legacy processes
One of our most recent assignments with the university involved migrating the two support center IT environments to the cloud and adding new support groups. This involved re-engineering ten-year-old processes.
Material migrated to cloud
Given the long-term nature of our relationship, Adaptavist holds continuous performance and results reviews, standardising systems and modernising processes where appropriate to deliver the highest quality of service and provide even more value for the customer.
150 Jira Service Management agents.
160 Jira Software agents
More than 27,000 Jira Service Management customers.
More than 15,000 tickets
More than 2,700 CMDB assets
Results
With our solutions, the university has streamlined its procedures, facilitated improved student management, and promoted greater transparency across the organisation and its teams.
During this long engagement, we have touched on different management practices with a holistic strategy. We have introduced ITSM, ESM, and work management tools such as Jira, Confluence, and CMDB, facilitated complex migrations to the cloud, and designed a project model that has been very beneficial.
This solution-focused, rather than business-focused, approach cemented a mutual trust that has been maintained over time and makes the university centre one of our oldest clients.