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University transforms its IT services with Marval MSM to provide a more responsive, secure and collaborative environment for staff and students

The University of Westminster boasts a vibrant learning environment attracting more than 19,000 students from over 150 nations and they continue to invest in their future with new developments, research projects and new ideas. Their distinguished 180-year history has meant they lead the way in many areas of research; and their position in the city of London allows them to continue to build on close connections with leading figures and organisations in these areas as well as in the worlds of business, information technology, politics and law.

Their commitment to helping students from a variety of backgrounds realise their full potential attracts high quality students from within the UK and around the globe. Internationalisation, employability and sustainability are key elements in the University of Westminster’s vision for the future and they strive to ensure the very highest standards are met and maintained.

The Information Systems & Support (ISS) department of the University aims to contribute to the quality of education in the University of Westminster through the development and delivery of frontline and back office services, which help the University meet its strategic objectives in relation to teaching, learning, assessment, research and administration.

The Challenge

To strengthen and improve services provided by ISS and transform the way they deliver IT support at Westminster, ready to meet the current and future challenges. ISS was looking to streamline their working practices through further alignment to the ITIL ® good practice framework, more consistent use of ITIL® processes and the introduction of new service process capabilities.

This would involve the implementation of a new fully-integrated service management solution to improve IT service delivery to their customers, while standardising the IT service delivery across the organisation. 

The Project

Since the University has a long-term objective of developing a shared Service Desk, they required a solution that would cater for a more collaborative model and would allow other departments to use the same technology to serve their customers, such as Finance, HR and Estates. Marval MSM was selected as the ideal platform to respond to the department’s pressing demands for service improvements; incident management, problem management, change management, service catalogue management, request fulfilment and customer self-service capabilities; but also support the University’s future needs for knowledge base, CMDB, service level, resource, demand, release and event management.

After careful consideration of the industry’s offerings, ISS concluded that Marval had both the intelligent solution and the industry expertise to support its vision to transform its IT services whilst embracing ITIL® good practice. 

The Result

Adopting the ITIL framework has helped the department become more service focused, supporting the overall aims of the University’s strategy. And with the implementation of Marval MSM, the ISS department at The University of Westminster can provide: 

  • A stable, robust service for its staff and students
  • A self-service portal to mirror and enhance its current and future offerings
  • A fully supported service that requires no server-side technical intervention from University staff to maintain
  • A secure environment which ensures the confidentiality and integrity of University data and meets the University’s strict regulatory and compliance requirements  
  • A service that helps the ISS teams reduce operational expenses and have short return on investment
  • Expertise to review and deploy custom workflows developed by the University

Since the adoption of Marval MSM, ISS have:

  • Rolled out a comprehensive service catalogue
  • Implemented robust change management processes increasing the number of changes logged per year by over 100%
  • Published over 180 knowledge articles, with combined total views of over 12,000, reducing the number of requests that come through the service desk by 24%
  • Increased the number of requests through self-service to 49%

“Marval has been an invaluable tool in our service improvement strategy giving us far greater visibility of our incident, change, and problem processes. It has enabled us to vastly improve our service to our students and staff by supporting a structured and metric driven process for dealing with our incidents and service requests. This would not have been possible without Marval.” - Russell Poole, Director of Information Systems and Support 

The ISS department at The University of Westminster has a very clear strategy and mature approach to Service Management. Their new environment provides a more responsive and collaborative setup to support nearly 2,000 employees and more than 19,000 students with consistency and reliability, while facilitating decision making with accurate reports and analysis. It is a perfect example of how the University of the future should be.

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