Case Study: Loyola Marymount University Embraces ITSM To Improve Service

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Information Technology Services (ITS), underdeveloped process, limited communication and transparency, as well as outdated tools and a siloed organization, made providing quality service to the campus extremely difficult.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.