Cosentry brings IT solutions to Creighton University
OMAHA, Neb. — Managed IT solutions company Cosentry will provide its IT Service Desk programs to streamline technical processes at Creighton University. It will speed up technical inquires and improve resolution times for students and staff.
The fully integrated IT service desk efficiently routes over 13,000 support questions generated by more than 8,000 students per year.
As Creighton has grown, its IT department was faced with a challenge of how to support new technologies and mobile devices while still delivering high-quality IT support services.
“Our diverse population of students and educators are at the cutting-edge of technology and bring with them a multitude of computers, laptops and mobile devices to campus – all of which require fast, quality support and problem resolution,” said Christopher Erisson, manager of information technology at Creighton. “Unfortunately, our core IT support system was severely constrained by multiple, disparate service areas and a limited staff.”
Working with Cosentry, the University transitioned to a single service desk solution for comprehensive, 24/7 event monitoring and Service Level Agreement (SLA) management, integrated with Creighton’s FrontRange ITSM ticketing system. The Cosentry service receives the initial service desk request and then creates a trouble ticket – routing the issue to the appropriate Creighton staff member. In addition, Cosentry resets passwords and provides a 25 percent first-call resolution success rate.