Monash University provides a world class wired and wireless network learning environment with Cisco Smart Net Total Care service and Hi-Touch Operations Management service.
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Cisco's High-Touch Operations Management service bridges the gap between the Cisco Smart Net Total Care service, the Technical Assistance Centre and our network management team, reducing the effort fixing problems and releasing staff time to add value to the business.- Tim Abbott, Network Operations Manager, Monash University
Challenge
Provide faster incident resolution, as well as personalized attention and support for university's complex network issues.
- Protect essential operations
- Provide a single point of contact who can expedite high-priority issues
- Analyze the network and provide proactive planning advice
Solution
A dedicated manager to monitor technical support needs, track service requests, and resolve issues quickly and effectively.
Results
A huge reduction in time spent problem solving leaves more time to provide value-added services to university students and faculty.
- More than 50% faster problem resolution for network service requests
- Increased productivity in the IT department
- Stronger foundation to support its world-class learning and research environment
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