Implementation of a modern ITSM system at the University of Wrocław

In the face of growing legal requirements, the necessity to centralize services, and the need for efficient asset management, the University of Wrocław decided to introduce a comprehensive ITSM system. With the implementation of OXARI, the university enhanced ticket handling and inventory management and made a major leap forward in digitization. This transformation serves as an example that other large public institutions can follow.

A Decision That Opened a New Chapter in IT Management

As the largest employer in Lower Silesia, managing a dispersed organizational structure with up to 2,000 staff members, the University of Wrocław faced a significant challenge. Their existing IT infrastructure management system no longer met their needs. The lack of flexibility, limitations in ticket handling, absence of asset management modules, and increasing legal and audit requirements imposed by regulators all triggered the decision to make a change.

The objective was to centralize services, digitize processes, and regain control over the university’s assets. Following a broad market analysis, the choice fell on OXARI—an ITSM system whose flexibility and modular structure allowed it to quickly adapt to the specific needs of an academic environment.

From Limitations to Capabilities

Before implementing OXARI, the University of Wrocław used a system that, while sufficient for basic needs for many years, eventually failed to keep up with the demands of a large, complex public institution. The software lacked flexibility, was difficult to adapt to the academic environment, and its capabilities were limited to simple ticket registration. It lacked features for asset management, inventory processes, and building a centralized knowledge base. The system did not integrate with other tools used at the university, resulting in data fragmentation, inconsistency, and reporting difficulties.

Meanwhile, the university’s scale—2,000 employees, hundreds of thousands of assets, and several thousand new students each year—required an entirely different approach. New regulations and legal, audit, and cybersecurity requirements increasingly emerged. Meeting these obligations in a fragmented and inconsistent IT environment was a major challenge.

The university needed a system that would support the everyday work of its IT teams.

A Complex Process That Continues to Deliver Results

The implementation process began in July 2024 in the test environment, and by March 2025, the OXARI system was launched in the production environment. From the beginning, the rollout was conducted in stages, with a strong emphasis on precisely tailoring functionalities to the realities of a university with an exceptionally dispersed structure and unique requirements—one that must simultaneously manage assets, support thousands of users, and meet an ever-growing list of regulatory obligations.

The implementation covered the system’s key modules: ServiceDesk, Asset Management, Workflow, and CMDB, all designed to support comprehensive processes such as:

• digital handling of tickets and incidents,
• asset management and IT inventory,
• process automation,
• recording and tracking IT infrastructure configuration,
• meeting audit and legal requirements,
• building a centralized knowledge base accessible to users.

Most importantly, the implementation is not treated as a closed project. The system is continuously developed, configured, and improved in close collaboration with the university’s team to respond to the institution’s evolving needs. Thanks to this approach, OXARI has become not only an operational tool but also an integral part of the university’s long-term digital strategy.

Measurable Effects of the Changes

From the beginning, OXARI has supported the University of Wrocław in organizing processes, centralizing ticket management, and improving IT asset management. Although the scale of the project and the nature of the academic environment require a staged approach, several areas already show clear improvements:

• all tickets (internal and external) are handled within one centralized system;
• the system now supports additional areas such as security incident handling;
• the user interface has been designed to be highly intuitive and visually appealing;
• an external knowledge base has been created, giving users access to structured information and instructions;
• the system has been adapted to the university’s visual identity, strengthening communication consistency;
• the implementation supports the digitalization process and educates users on modern tools, replacing paper-based solutions.

An ITSM System that Adapts to Academic Realities

The choice of OXARI was not accidental. The University of Wrocław reviewed many solutions available on the market, initially searching for a helpdesk tool.

However, during discussions and testing, it became clear that the university’s needs extended far beyond classic helpdesk functions. They required full IT service management, asset inventory handling, incident management, audit compliance, and digitization of internal processes. Thanks to its modular structure and flexibility, OXARI met these demands.

This flexibility—and above all, the openness of the OXARI team to introduce changes and tailor the system to the needs of a large public institution—proved crucial.

The cooperation is not based on rigid frameworks. It is a partnership built on readiness to act, rapid response to needs, and joint problem-solving. The implemented system is constantly evolving, and the university’s emerging needs become the basis for further optimizations.

Is Your Educational Institution Facing a Similar Challenge?

Discover how OXARI can support digitization, IT service centralization, and audit compliance in an academic environment. Contact us.