Case Study

Case Study: Loyola Marymount University Embraces ITSM To Improve Service

July 18th, 2012
Eveline Oehrlich, null
Eveline Oehrlich
With contributors:
Doug Washburn , Laura Koetzle , Elizabeth Langer

Summary

For Loyola Marymount University's (LMU's) Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization, made providing quality service to the campus extremely difficult. To address these issues, the LMU ITS client services team set out on the service management journey: It overhauled systems, prioritized collaboration, and engaged customers as true partners. As a result, LMU ITS has become a collaborative, service-oriented organization that aligns with and supports the university's priorities. LMU ITS can now see its services from the customer's perspective, and it works to improve the aspects that matter most to the university community.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.