Founded over a century ago for the betterment of society, The London School of Economics and Political Science (LSE) is one of the foremost social science universities in the world. The prestigious University has produced some of the leading lights in fields including law, economics, history and politics, with dozens of Nobel Prize winners and Members of Parliament among its alumni.
Today, the LSE is home to more than 10,000 students and 3,300 staff, placing considerable demand on its IT service management team. However, as the university continued to expand in scope and complexity, its support team looked for new solutions to overcome the inflexible and outdated service management tools.
Nicos Kyriacou, IMT Service Management Officer at LSE, explained: “We had the same tool for over a decade and it was so rigid that we were forced to adapt our working practices around it, rather than vice versa. The tools were so specialised that we needed to hire expensive contractors to work with them. The whole department was unhappy with this set up and we felt the tools were forcing us to be less productive.”