University of Oxford Selects HEAT Software for Cloud-Based Service Desk

Single Cloud-Based Service Desk Supporting 30,000 Users, 100 Departments and 38 Colleges

17 September 2015 – HEAT Software, the leading provider of Hybrid Service Management and Unified Endpoint Management software, has today announced a new cloud deployment at the University of Oxford. HEAT Software’s cloud-based Service Management Solution will play an important role in the evolution of the University’s central IT department, and will enable it to:

· Consolidate service desk support for on/off-site students, alumni, staff

· Solve complex IT issues surrounding multiple IT user identities

· Provide the best possible digital experience for students

· Improve and streamline service desk operations via HEAT’s self-service online portal

Consisting of 350 central IT staff, 300 distributed IT staff, 38 colleges, 100+ departments and 30,000 end users, the University of Oxford has a large, federated IT support function. The University must support IT use for both past and present students, as well as on-boarding thousands of new students each year. This is a perennial challenge in the education sector, which results in a huge spike in calls/requests to IT at the start of the academic year.

Prior to consolidation, Oxford had three independent IT teams; covering business systems, shared services and managed desktop computing, each with its own service desk. The University was finding it increasingly difficult to provide IT based services and metrics, and in 2012 it instigated a project to consolidate.

The University required a flexible cloud solution that could bring these central IT groups together, support its IT users from a single point of contact, and provide a reliable self-service solution with an online portal for its student community. After an 11 month selection process, Oxford selected HEAT over other leading SaaS vendors due to the strength and depth of its features and the ease in which it can be set up, customised and used. Being able to access everything from a web browser was an important consideration for Oxford, given the variety of devices, IT processes and applications supported. For example, user groups ranged from students on laptops, overseas research teams on portable devices and some IT users even accessing email from their car dashboard.

“A student’s digital experience is an increasingly important part of university life,” said John Ireland, Director of Customer Services at University of Oxford. “IT has a huge impact on a student’s ability to study and communicate with their peers and educators, so making sure they have the best digital experience possible is essential. With HEAT, straight away I could see that we were purchasing a very powerful and configurable tool, which would provide visibility across our entire IT support operations. The ‘out of the box’ processes available with HEAT were easily configured to map with our project goals. Our partnership with HEAT Software will play an important role in keeping thousands of IT users operational and our IT teams happy.”

Kevin J Smith, vice president & general manager of HEAT Software’s Service Management Business Unit, concluded, “We’re extremely proud of our HEAT solution and the University of Oxford project is a perfect testament to its capabilities. Indeed, we’re helping Oxford meet some unique and complex challenges, while demonstrating IT service management best practice at all times.”

About the University of Oxford

The University of Oxford is a complex and stimulating organisation, which enjoys an international reputation as a world-class centre of excellence in research and teaching. It employs over 12,000 staff and has a student population of over 22,000.

Most staff are directly appointed and managed by one of the University’s 130 departments or other units within a highly devolved operational structure – this includes over 6,500 ‘academic-related’ staff (postdoctoral research, computing, senior library, and administrative staff) and over 2,700 ‘support’ staff (including clerical, library, technical, and manual staff). There are also over 1,600 academic staff (professors, readers, lecturers), whose appointments are in the main overseen by a combination of broader divisional and local faculty board/departmental structures. Academics are generally all also employed by one of the 38 constituent colleges of the University as well as by the central University itself.

Our annual income in 2013/14 was £1,174.4m. Oxford is one of Europe’s most innovative and entrepreneurial universities: income from external research contracts exceeds £478.3m p.a., and more than 100 spin-off companies have been created.

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About HEAT Software
HEAT Software is a leading provider of Hybrid Service Management and Unified Endpoint Management software solutions for organizations of all sizes. With its suite of applications, HEAT Software is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service and other enterprise functions. Its customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. HEAT Software is headquartered in Milpitas, Calif. For more information, visit

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