Yale deploys CRM platform to support ITIL initiative

Yale University in the US is rolling out a customer relationship management to improve its IT helpdesk and support its IT Infrastructure Library (ITIL) initiative.

Yale University in the US is rolling out a customer relationship management to improve its IT helpdesk and support its IT Infrastructure Library (ITIL) initiative.

Yale will use Consona's Knova system to manage IT and related administrative functions across the university.

It plans to integrate the Knova CRM system and an ITIL-compliant service management toolset this year.

Although ITIL provides a framework to achieve IT delivery goals, it does not provide the tools needed, which is why Yale went to Consona.

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