Digital excellence gives UNC – Chapel Hill a competitive edge
When the University of North Carolina at Chapel Hill (UNC–Chapel Hill) was looking for help to deliver consistent, outstanding digital services to its students, it turned to ITRS Opsview and Uptrends.
Today’s students are selecting colleges for the overall experience, not just for the college’s reputation. So availability and reliability of the network connection, and the way they can interact digitally with the university’s services, have a definite impact on where students choose to go to college. According to Accenture: “When choosing a university, the majority of students today rate their digital capabilities and services as a key factor.”
So, if a major IT incident occurs, such as a website failure, it needs to be fixed quickly. At UNC–Chapel Hill there are several teams to mobilize to remediate an incident quickly. These teams were looking for better visibility - a centralized view of all services - along with the ability to collaborate with service owners. That way they could see and respond to incidents in IT services before they impact the end-user.
The university chose ITRS to help build a centralized, end-to-end view of the status of all IT services with detailed visibility provided by ITRS Opsview for infrastructure and business services monitoring, coupled with ITRS Uptrends digital verification of web services uptime and performance.
Ryan said: “Opsview was the only solution available in the marketplace that offered a BSM module. This made it the obvious choice for centralized service monitoring. And Uptrends was the ideal backstop to validate all services were running correctly on the front end.”
UNC–Chapel Hill has already seen some benefits and can now drive automated customer alerts, validate website performance, reduce help desk tickets and cut manual intervention when an incident occurs.
- Based on what Ryan’s team has experienced, automated messaging has lowered incident identification to customer notification time by 300%, providing vastly improved customer satisfaction. “It used to take over 30 minutes in the best-case scenario; today it takes 10 minutes” said Ryan.
- Service improvements and automated alerts are expected to reduce help desk tickets by at least half during a service outage.
- A centralized view of all services provides better visibility so IT teams can see and respond to incidents before they impact end-users.
Today UNC–Chapel Hill has effective, centralized business services monitoring (BSM) for its internal and external services for students, faculty, and staff.
To learn more about ITRS Opsview’s infrastructure and business service monitoring.
See what ITRS Uptrends digital experience monitoring is, please schedule an easy-to-set-up online demo by clicking below.