University of East Anglia faces a challenge familiar to most ITSM professionals: offering a flexible and responsive IT customer experience while maintaining the integrity of the IT estate.  

“At our size, it’s all about maintaining a balance between providing the best possible end-user experience and allowing IT to retain a reasonable degree of central control,” says Jon Woodley, head of systems at University of East Anglia.

In this full case study, Jon explains the technology, process and overall strategy that has helped the University achieve this difficult balancing act.

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James West

James West

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