Laurea wanted to improve support service processes – the answer was Matrix42 ITSM
Laurea University of Applied Sciences is known not only as an attractive place to study but also for its pedagogical solutions and innovations. Now, they wanted to take a digital leap in support functions – with a one-tool principle.
Approximately 9,900 degree students and 13,000 open university students study at Laurea University of Applied Sciences annually, with a staff of around 660 employees.
The collaboration with Matrix42 began in 2023 when there was a need to improve the level of support services available to both staff and students while also enhancing the efficiency and user-friendliness of these services. Additionally, there was a desire to make support functions accessible via mobile devices, which the previous system did not support.
Solutions
The key benefits of Matrix42 ITSM solution for Laurea:
- One-stop principle for services
- Improving work productivity and cost savings
- Transparency into the workload and tasks of support services
- Scalability of the service management system
- Clarity and flexibility in reporting
- User-friendliness
"Our previous service management system was originally designed solely for ticketing IT-related issues and was mainly used to meet IT's needs. We wanted a more modern and versatile solution for our approximately 20,000 users. One that could also be utilized in other parts of the organization in the future," says Laurea's IT Customer Service Manager, Sami Ahlgren.
"After the implementation of the new service management system, the utilization rate has doubled in terms of processed inquiries, as new support functions from various parts of the organization have been added. Interest in service management has grown significantly; for example, the self-service portal has been discovered, and its usage rate has increased by approximately 50% compared to before."
Sami Ahlgren, IT Customer Service Manager, Laurea
Laurea gained access to a modern and user-friendly solution that allows all core processes to be managed easily with a single tool.
Key feature of the service:
- User-friendly dashboard
- Mobile accessibility
- Reporting capability
- Ticketing
- License management
- Staff device management
- Automation utilization
- Notifications
- Email functionalities / sending encrypted emails
- Receipt of web forms
Core processes currently managed with the service:
- Incident and problem management
- Service requests
- Change management
- Feedback management
One important criterion for the new service was its scalability to meet various needs and the operations of different organizations within the university. From the very beginning, it was clear that the service would not be developed solely for IT needs. Moving forward, the aim is to provide all end-user services for teachers, students, and stakeholders through the Matrix42 platform.
The execution of the project, in collaboration with Matrix42 experts, exceeded all expectations.
“It’s rare for IT projects to stay on schedule, but in our case, the timeline agreed upon at the start of the project was even surpassed. We have been extremely satisfied with Matrix42’s project planning and management, the quality of work, and customer service,” Ahlgren continues, adding with enthusiasm, “This is only the real beginning of our collaboration!”
