Dive Brief:
- The Information Technology Infrastructure Library is the most widely used framework for organizing IT service in the world, and Ohio State is one institution that has seen marked improvement in customer satisfaction because of it.
- According to eCampus News, the ITIL framework has helped streamline best practices at Ohio State, offering a source for making the work easier and standardizing responses.
- Customer satisfaction has gone up from about 78% to 93% since Ohio State implemented new processes with direction from the ITIL, according to Help Desk Institute’s third-party research.
Dive Insight:
With college and university campuses so digitized, IT departments provide the backbone for critical processes at all levels of operations. While the ITIL doesn’t provide step-by-step instructions for IT leaders to follow directly, it provides a framework for getting the department in shape. It helps directors create processes that work for their specific circumstances and then continue operations with a tool all necessary staff members can be taught to use. Proper processes, in turn, can improve response times and boost overall performance throughout the institution.