THE CHALLENGE
The shift toward hybrid working added further complexity. IT teams needed to securely enable remote administration while maintaining strict control over access and permissions. In parallel, onboarding and offboarding staff - especially in a university environment with frequent changes-required efficient, standardized processes to avoid delays and errors, particularly around phone number and voice service allocation. Ultimately, the university was looking for a way to reduce reliance on MSPs, lower operational costs, and regain greater control over its digital workplace - without compromising on governance, scalability, or user experience.
As the university’s environment matured, so did its expectations. While it valued the technical expertise provided by MSPs, it became increasingly concerned about the commercial model associated with managed services- particularly the cost of ongoing administration and change requests. At the same time, the scale and distributed nature of the organization introduced operational challenges. Supporting thousands of staff across multiple departments meant navigating complex, role-based access requirements across different user groups, increasing the risk of inconsistent processes, human error, and governance gaps.
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