Student Demands Fuel Digital Transformation
Higher education has historically run on legacy systems and has been slower to adapt digitally. Disconnected departments had students running back and forth on campus to accomplish simple tasks, such as registering for classes.
But today’s students have an invisible checklist that contributes directly to their satisfaction, whether it’s strong Wi-Fi across campus, seamless access to digital academic resources or an AI-powered IT help desk. Students expect campus services to deliver the same on-demand experiences they’re accustomed to elsewhere: immediate answers powered by AI, intuitive interfaces and access on their own terms.
The past five years have accelerated a digital transformation that began long before. Online learning has gone from a supplementary option to an essential function. Students and faculty now need to access everything digitally, but institutions lack the proper IT infrastructure to accommodate the AI-enhanced experiences students expect.
While campuses have returned to in-person instruction, the digital demand remains strong. In a tech-forward world where AI is reshaping how we work, learn and communicate, universities need to have reliable digital infrastructure in place for students to succeed.
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ITSM as the Backbone of the Campus Experience
This shift is where effective IT service management has transitioned from a nice-to-have feature to a modern necessity. ITSM platforms, increasingly powered by AI, are the foundational infrastructure making modern campus life function. ITSM facilitates new student onboarding and communication between students and professors, directs help desk requests to the appropriate staff, coordinates game day transportation logistics and enables many other vital campus operations.
Consider the experience of a typical student. After arriving on campus, the student needs to adjust their class schedule, resolve a financial aid issue and learn about clubs to join. In a traditional campus setup, this may have required visiting three different offices across campus, filling out paper forms and waiting weeks for resolutions. With modern ITSM, these tasks become simple, streamlined digital workflows students can manage from their dorm.
In addition to the to-do list, college can be intimidating and stressful for students, particularly incoming first-year students. Kent State University, a public university in Kent, Ohio, faced a common challenge: fragmented legacy platforms creating friction at every touchpoint. Its mission to create a digital experience enables students to focus on what matters and reduce unnecessary stress and anxiety with an uncomplicated IT experience.
A student's first impression of the university comes through technology, whether it’s from setting up their initial online account to connecting their devices to Wi-Fi when moving into dorms. These early digital interactions can significantly shape their experience, making it crucial for IT operations to deliver high-quality service.
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At Kent State, the results from streamlining IT were immediate, and the impact was measurable. The student experience improved, and university IT agents (40% of whom are students themselves) were responding to and closing tickets significantly faster than before.
ITSM Is an Impactful Investment
Perhaps the biggest challenge for university decision-makers is understanding the return on investment. It’s easy for leaders to champion a fancy student center or a brand-new stadium, generating natural excitement and visual results. Digital infrastructure, on the other hand, is most noticeable when it fails to function properly.
This challenge is compounded by the unprecedented cost pressures facing higher education institutions today. Recent federal initiatives have led to widespread hiring freezes and budget reductions across universities nationwide. Many institutions have been forced to consolidate help desks and limit support hours. The typical help desk operates from 9 a.m. to 9 p.m., yet students need support around the clock, when they're studying late at night, early in the morning or on weekends. This is where AI becomes transformative: AI-powered support systems operate 24/7, providing students with immediate assistance whenever they need it, while simultaneously reducing operational costs for the institution.
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When institutions get this right, the benefits compound. IT teams can shift from putting out fires to focusing on strategic innovation, and users across the institution are more satisfied. Most important, reliable digital infrastructure directly supports the core mission of universities: to help students achieve success.
The Future of ITSM as a Core Institutional Function
Today's students evaluate institutions not just on campus aesthetics or amenities, but also on the strength of their digital experiences. The universities that get this right recognize ITSM as a core institutional function, one that shapes how students connect and collaborate.
The question today is whether institutions will lead proactively or struggle to catch up. Those that treat ITSM strategically will be better positioned to meet rising expectations, advance their goals and compete effectively in an increasingly digital landscape. For IT leaders, building a strong ITSM foundation is no longer optional; it's essential to institutional success.
