University College London (UCL) Transforms Service Management with Xurrent and Xcession
Case Study:
Overview
University College London (UCL), a leading global university, sought to modernise its IT service management (ITSM) tools to enhance service delivery and streamline operations across its diverse range of departments. To achieve this transformation, UCL partnered with SCC and Xcession to implement Xurrent, an enterprise service management (ESM) platform. The goal was to replace the legacy RemedyForce system with Xurrent, standardising service management processes across multiple domains, including IT, HR, Facilities, and Finance. This case study explores how Xurrent's implementation helped UCL transition to a service-centric approach, delivering improved service performance, enhanced user experiences, and greater operational efficiency.
Challenges
UCL's IT infrastructure was built around a legacy ITSM tool that struggled to meet the growing demands of the university.
The challenges included:
Different departments at UCL operated with siloed systems, leading to inconsistent service levels and lack of a unified approach to service delivery.
As the university's needs evolved, the existing system could not scale efficiently, limiting its ability to integrate new services or adapt to changing requirements.
Ensuring accurate and consistent data across the service management platform was a major concern, impacting the effectiveness of service operations.
The outdated interface of the legacy system led to user dissatisfaction among staff and students, who found it difficult to access support and information quickly.
Solution
To address these challenges, UCL chose Xurrent as their ESM platform, with SCC and Xcession guiding the transition from RemedyForce. The Xurrent platform was implemented to standardise service management processes across UCL's various support domains, including IT, HR, Finance, and Estates & Facilities. The project involved extensive configuration, data migration, and a focus on user-centric service delivery.
Key elements of the solution included:
A single, customisable self-service portal was developed to provide students, faculty, and staff with easy access to services, knowledge articles, and service requests across multiple departments.
SCC and Xcession facilitated the integration of UCL’s existing identity management system with Xurrent, ensuring accurate and secure data migration and synchronisation across all service domains.
The platform was configured to manage service level agreements (SLAs) effectively, providing UCL with real-time visibility into service performance and compliance metrics.
SCC and Xcession delivered extensive training sessions to UCL’s Records & Workflow (R&W) team, enabling them to manage, enhance, and adapt the Xurrent platform independently.
Benefits Realised
The implementation of Xurrent resulted in several significant benefits for UCL, enhancing its overall service delivery framework:
UCL achieved greater efficiency in service delivery through streamlined workflows and automated processes. The centralized platform reduced manual efforts, enabling faster resolution times and freeing up resources for more strategic tasks.
With the new self-service portal, UCL's students and staff experienced a more intuitive and responsive system, leading to increased user satisfaction and reduced dependency on support staff for routine issues.
The Xurrent platform’s scalability ensured that UCL could easily expand its service offerings to new domains without disrupting existing processes. This flexibility positions the university to adapt quickly to future needs.
Real-time dashboards and reports provided valuable insights into service performance, allowing UCL to make informed decisions based on data analytics and improve service quality continuously.
Conclusion
The successful deployment of Xurrent at UCL represents a significant leap forward in the university’s journey to becoming a service-centric organisation. By replacing its legacy ITSM tool with Xurrent, UCL has not only enhanced its service management capabilities but also laid a solid foundation for future digital transformation initiatives. The collaboration between UCL and SCC ensured that the project was executed smoothly, with a clear focus on knowledge transfer and long-term platform sustainability.
For educational institutions like UCL, seeking to optimise their service management frameworks, Xurrent offers a robust solution that aligns seamlessly with their evolving needs. This case study illustrates how a strategic approach to service management can drive efficiency, improve user engagement, and deliver measurable results in a large-scale educational environment.
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