For years, this public flagship university tracked IT support activity with spreadsheets, email threads, and shared folders. SLA monitoring, performance audits, and compliance prep (FERPA/NIST) required 2–3 weeks of manual data gathering. As ticket volumes climbed and regulations tightened, that approach no longer cut it.
The Old Way: Disconnected, Manual Tracking
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Spreadsheets for SLAs and deadlines
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Email chains for escalations
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Shared drives with fragmented documentation
Inconsistent data and limited visibility made every report a major project—and audits a nightmare.
The Transformation: Live Dashboards and Automated Logs
Partnering with Clovity, the university migrated all support queues into Jira Service Management (JSM). Key changes:
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Real-time SLA dashboards for department heads and compliance officers
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Automated activity logs capturing every ticket update
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Role-based views across IT, HR, Finance, and Facilities
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One-click export of FERPA/NIST-compliant reports
No more hunting through systems—everything lives in JSM.
The Impact After One Semester
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✅ Audit prep cut from 3 weeks to 4 days
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✅ SLA breaches down 22% thanks to alerts and automated escalations
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✅ Cross-team collaboration improved with unified ticketing
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✅ Stakeholder satisfaction soared as manual updates disappeared
By replacing manual logs with integrated dashboards, the university boosted compliance, cut response times, and freed staff from spreadsheet drudgery.
Key Takeaways
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Swap spreadsheets for live, real-time dashboards
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Automate ticket-activity logging for audit-ready records
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Use SLA alerts and visual cues to prevent deadline misses
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Consolidate all departments onto one platform to eliminate tool-switching
📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.
