Top U.S. Academic Institution Innovates with ITSM on the Salesforce Platform


The customer is one of the nation’s leading R1 research institutions.

IT Challenge

The university had 16 different IT teams, all using different ticketing tools. Compounding IT’s challenge was that there were few standard processes, limited automation, and no central database or CMDB to track university-owned assets. University employees used email to contact IT personnel directly for assistance. The IT department leadership envisioned a single ITSM solution that enabled all IT teams to be on a single platform that would support best-practice-based standards. They selected an ITSM on the Salesforce platform and brought Cloudaction on as their ITSM consulting partner.

Delivering the Solution

The university selected Cloudaction to lead the implementation of the ITSM solution. The Cloudaction team worked with the school’s IT department to standardize service desk processes, design, and configure automated processes, and develop self-service capabilities—all in alignment with ITIL best practices.

Innovation During COVID

Like all academic institutions, the university faced unprecedented challenges—requiring innovative, “out of the box” thinking—during the COVID pandemic. Working with Cloudaction, the school extended its ITSM platform to initiate several new services to support its quarantined, working-from-home faculty and students. One example was a laptop loaner service that established a standard form and automated process for students to request laptops; have those requests reviewed and approved; and initiate shipping. Other examples included tracking software licensing and normalized metadata aligned to students’ admission status.

NOTE: Cloudaction has collaborated with hundreds of organizations to implement ITSM solutions and extend the benefits of service management to non-IT departments. Contact us today to start a conversation.