Benefits of ITSM to Institutions of Learning

Posted by Calvin Ngotho,

Think about the services (both short-lived ad-hoc and permanent services) which are offered by the administrative units – Academic Departments, Library, Registrar, Student Finance, Medical Department, Dean of Students, HR – to its constituents, which employ the traditional approach of having the service requesters be the workflow i.e they physically appear at the service desk in the departments to follow up or push the resolution to their requests.


For students, the services are wide-ranging and include those services which are not captured adequately in the Student Information System. These may include

  • Request for transfer
  • Request for leave
  • Request for examination, library, student ID cards
  • Request for transcripts
  • Disciplinary cases and many more.


For staff members, the services revolve around the administrative support required for them to engage in their work better. These services may include:

  • Administrative Reviews – On boarding for promotion etc.
  • Request for leave and other information requests from the HR service.
  • Request for information in the Finance department.
  • Request for work related alterations in the academic administration units. etc.


The overriding factor is to make the life easier for all institutional constituents to engage in their activities of interest more productively and this is achieved in several ways:


  1. When services are quantifiable, it can be deduced which types of services are constituents are requesting frequently, which services take longer than usual, which services can be completely automated when leveraged on the underlying infrastructure.
  2. Constituents are enabled for self-service. This means they do not need to be physically present in the service provider premises to request for a service. They are able to follow up through a neat interface which tracks the request through the resolution workflow in a transparent manner.
  3. The service providers, have an accurate capture of their backlog. They can prioritize, reorganize, defer the requests  and also plan on capacity requirements with the confidence which does not degrade the quality and service level agreement accorded to the services. The result of this is a happy constituent base with a higher productivity through put because the expectations are being met. This has the overall effect of effective service delivery while lowering costs.
  4. A study by HDI has shown that self-service approach to services reduces the costs involved in a resolution process by over 70%.



There is a world of opportunities to take advantage of on the services management platform. We are interested to discuss further on the benefits why institutions should consider a services approach for their services.


For more information email: [email protected]

I hold the conviction that the quality of education management will be greatly enhanced through the utilization of technology. I wish an environment where technology is aptly embraced and used in the management of education ecosystems. If you share the same vision, we can can work together to attain the improvements.