An Interview with the University of Southern Queensland - Providing Efficient Service Delivery for Remote Workers

The Covid-19 pandemic rapidly transformed the way we work in a way we have not seen in our lifetime. The impact for some was devastating. When staff were asked to work from home, many struggled with the technology issues. The service desk team had to service users and manage assets that were no longer in the safety net of the corporate network. Organisations that couldn’t cope with the volume saw a significant drop in service level performance, which ultimately impacted the business. For some, that meant a reduction in staff.
 
Now that the dust has settled, we have time to scrutinise the service delivery strategy to be better prepared for a new way of working and if there is another wave. How can we maintain the same level of service level performance efficiently, without a hefty investment and in some cases, with less IT staff? Ivanti has spoken to many of its customers, including the University of Southern Queensland (USQ), which had a very positive experience. “In one way, COVID-19 was the best thing that happened to us,” says Naomi Lutvey of USQ, “because it allowed us to move ahead very, very quickly and demonstrate the reasons why we wanted to manage remote devices without staff needing to be connected to a VPN.”

In this session, Brandon and Gary will speak to USQ to hear how their service management strategy helped them during the pandemic. USQ will also share their lessons learnt and next projects like automation and self-healing.

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Presenters

Brandon Edney – Territory Sales Manager, Ivanti
  
Gary Wang - Senior Sales Engineer, Ivanti
Gary Wang’s career as an IT professional started over 25 years ago; initially in a software development role then as a Consultant and Project Manager implementing service management applications. In his Solutions Consulting role at Ivanti, he has worked with many organisations at different levels of process maturity, size and industry and is keen to share some of the innovative solutions to service and asset management challenges. 
  
Gary is a keen advocate of Service Management best practices and a member of the itSMF NSW branch committee.  

Vee Ferreira - Team Leader (ITSM), Ivanti Service Manager (ISM) administrator, University of Southern Queensland 
​Vee Ferreira’s career in IT started at the University of Southern Queensland nearly ten years ago. Since then he’s developed his skills through a variety of technical and leadership roles and today he leads a team responsible for deploying Service Management across the University. An advocate for service excellence and continuous improvement, Vee and the team work towards process simplification and the digitisation of staff facing services to implement Enterprise Service Management.
 
In his spare time Vee’s interests are technology, finance and travelling.