How Universidad Austral Fully Transitioned to a Digital-First ITSM Model With InvGate

Universidad Austral, one of Argentina’s most prestigious private universities, has campuses in Pilar, Buenos Aires, and Rosario. Known for its interdisciplinary approach, research-driven teaching methods, and strong ties to the European and North American university traditions, the institution continuously seeks to modernize its operations.

However, its IT Service Management system lagged behind its academic excellence. The university relied on an outdated ITSM tool that lacked responsiveness, failed to meet ITIL standards, and forced users to depend on inefficient email and phone requests. Without a formal service portal, IT teams struggled with tracking, routing, and responding to requests efficiently.

To address these challenges, Universidad Austral selected InvGate Service Management, transforming its request management process. The shift to an ITIL-aligned, digital-first service model dramatically reduced resolution times, improved tracking, and led to major operational savings.

Keep reading to discover how Universidad Austral completed its digital transformation with InvGate!

Read the full success story

Learn how Universidad Austral eliminated email-based requests and optimized IT service management with InvGate.

About Universidad Austral

Universidad Austral is a private university in Argentina, recognized for its academic excellence and innovative approach to education. With campuses in Pilar, Buenos Aires, and Rosario, it offers top-tier programs focused on research, interdisciplinary learning, and societal impact.

Digitally transforming IT service Management

Challenges before InvGate

Before adopting InvGate Service Management, Universidad Austral faced multiple ITSM challenges:

• Outdated ITSM tool: The previous system was unintuitive and failed to meet ITIL standards.
• Reliance on emails and phone calls: Request tracking and management lacked visibility and efficiency.
• Lack of a service portal: Students, faculty, and staff had no centralized platform for submitting IT requests.

How InvGate helped

To modernize its IT operations, Universidad Austral conducted an extensive selection process. InvGate stood out due to its:

• Comprehensive features and flexibility
• Ease of integration with other systems
• Fast and intuitive implementation

With InvGate, the university was able to:

• Eliminate email-based requests: Transitioning from 50% email and 50% phone requests to a 100% portal-based system.
• Improve efficiency: Streamlined request tracking, reducing response times.
• Optimize resource allocation: Allowing the IT team to focus on more strategic initiatives.

Key results of InvGate implementation

By implementing InvGate Service Management, Universidad Austral achieved:

• 100% transition to a digital-first request system: Eliminated email and phone-based requests entirely.
• Faster request resolution: Significant reduction in SLA fulfillment times.
• Better resource allocation: Improved efficiency in managing IT staff workloads.
• ITIL process alignment: Standardized best practices for service management.

A cultural and digital transformation

The university’s transition to InvGate was more than just a software change—it was a cultural shift:

• User adoption campaign: Faculty, students, and staff were introduced to the portal as the exclusive method for IT requests.
• End-to-end request tracking: Requests were routed directly to the appropriate teams, improving visibility and accountability.
• Custom dashboards and reports: Managers gained valuable insights into service performance and efficiency.

Next steps

Building on its success, Universidad Austral plans to:

• Expand InvGate Service Management across more departments, including Human Resources, Purchasing, and Program Secretariats.
• Further optimize ITSM workflows to enhance efficiency.
• Explore additional automation features to streamline request handling.

Request a free trial today

Transform your IT Service Management like Universidad Austral. Request a 30-day free trial of InvGate Service Management and see how it can improve efficiency, align with ITIL standards, and enhance service delivery.