When educational institutions grow, so does the complexity of IT operations. This case study outlines how one university embraced intelligent service management to simplify operations, standardize processes, and deliver faster, more controlled services—all through one unified platform.
This case study showcases how University of Johannesburg redefined its IT service experience by transitioning from a legacy system to an AI-powered ITSM platform.
The organization replaced outdated systems with a modern platform that supports concurrent users, centralizes control, and standardizes IT services.
AI and ML-driven workflows helped eliminate routine, repetitive tasks, freeing up technicians to focus on strategic initiatives.
Event tracking, reporting, and historical data analysis enhanced decision-making and compliance across departments.