Implementing an Information Technology Service Management System in Higher Education

This study implemented an information technology service management at a university and measured the effects that implementation had on customer satisfaction scores and key performance indicators (KPI). This project used industry best practices for ITSM processes, project management, and change management to implement the system. This project also used university designed and approved surveys to measure customer satisfaction as well as industry standard KPIs to measure technical staff performance. This study was conducted at a medium sized non-profit faith-based university. While most indicators showed no significant differences, there was a significant positive effect found showing the importance of such a system among a growing population of non-traditional students such as those in graduate and continuing education programs. There was also a significant decrease in the average resolution time of a ticket showing the importance of an ITSM system in improving university helpdesk performance. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page: http://www.proquest.com/en-US/products/dissertations/individuals.shtml.]