Universities must deliver timely IT support while meeting FERPA and NIST compliance. Fragmented service desks, missed SLAs, and labor-intensive audit prep have strained resources and frustrated users. Yet in just 90 days, leading U.S. universities followed a proven playbook—powered by Jira Service Management (JSM) and Clovity—to reduce SLA misses by 22%, shrink audit prep from weeks to days, and boost CSAT by 18 points. Here’s how.

The Problem: Missed SLAs & Lengthy Audits

• Fragmented service desks: Multiple departments used different systems, causing tickets to get lost or delayed.

• Missed SLAs: No centralized view made meeting commitments difficult.

• Cumbersome audit prep: Gathering documentation for FERPA/NIST audits took weeks and risked omissions.

These gaps led to higher costs, poor user experiences, and compliance concerns.

The 90-Day Playbook: Step-by-Step Framework

Week 1: Analyze & Align

• Map existing workflows to pinpoint bottlenecks in routing, resolution, and SLA management.

• Define clear objectives for SLA compliance, resolution times, and audit readiness.

• Secure executive buy-in to ensure cross-department commitment.

Week 2: Consolidate into One Portal

• Create a unified JSM service portal for IT, HR, Admissions, Finance, Facilities.

• Standardize shared workflows and automatic routing by issue type.

• Configure basic automation to enforce SLA rules.

Week 3: Automate & Monitor

• Build real-time SLA dashboards to track ticket status, escalations, and team performance.

• Automate ticket assignments, escalations, and SLA alerts to reduce delays.

• Integrate a knowledge base to deflect routine requests.

Week 4: Launch Self-Service

• Deploy an AI-driven chatbot to handle FAQs and simple troubleshooting.

• Update the KB with guides for password resets, software installs, and common errors.

Weeks 5–6: Pilot & Refine

• Test with a pilot group; gather feedback from users and agents.

• Tweak automation rules and SLAs based on real-world data.

Weeks 7–12: Campus-Wide Rollout & Continuous Improvement

• Train support teams on new processes and tools.

• Use dashboard insights to fine-tune routing, priorities, and workflows.

• Automate audit reporting and documentation collection for FERPA/NIST readiness.

The Results: Key Metrics in 90 Days

• 22% reduction in SLA misses

• Audit prep time shrank from weeks to days

• 18-point CSAT increase

• Faster resolutions and stronger compliance posture

📧 Contact us at sales@clovity.com or visit 🌐 atlassian.clovity.com to get started today.