The customer is one of the nation’s leading R1 research institutions.

• Fragmented IT Operations: The university had 16 separate IT teams using different ticketing tools, resulting in siloed operations and inconsistent service delivery.
• Lack of Standardization and Automation: The absence of standard processes, limited automation, and no central database or CMDB made it difficult to track university-owned assets and streamline IT workflows.
• Inefficient Communication and Support: Employees relied on email to directly contact IT personnel for assistance, leading to unstructured communication and delays in resolving issues.

The university selected Aio lead the implementation of the ITSM solution. The Airo team worked with the school’s IT department to standardize service desk processes, design, and configure automated processes, and develop self-service capabilities—all in alignment with ITIL best practices.

• Seamless Laptop Loaner Service: Airo extended the ITSM platform to automate the laptop loaner process, enabling students to request, review, approve, and ship laptops efficiently during quarantine and remote learning.
• Enhanced Software Licensing Management: The solution streamlined the tracking of software licenses, ensuring faculty and students had access to the tools they needed for remote education and work.
• Aligned Metadata for Improved Administration: Normalized metadata aligned with students & admission status improved record management and enabled better service delivery tailored to students’ needs.
• Support for Quarantined Faculty and Students: By introducing innovative, out-of-the-box ITSM solutions, Airo empowered the university to address the unique challenges of the COVID-19 pandemic, ensuring uninterrupted education and operational efficiency.