"While many universities are attempting to move to a shared services model, we've perhaps set more ambitious and comprehensive targets," said Ian Tebbett, CIO of Monash University. "You absolutely could not do that without service management tools, and BMC Remedy has helped achieve this."
Dr Tebbett's 500-strong shared services team receives around 1000 fault calls and 10,000 service requests per month, and the BMC software allows those issues to be classified and prioritised. It also allows performance reporting.
Remedy ITSM was selected following a 2009 evaluation of products from six vendors.
Monash has six Australian campuses, plus campuses or centres in South Africa, Malaysia and Italy. In all, it has more than 59,000 students and 15,000 staff.