Universities worldwide have welcomed students back to campus, but learning, coursework, and experiences now stretch far beyond physical classrooms. Tech touches every corner of student life—yet many students perceive their schools as lagging in digital innovation. For higher ed IT leaders, this isn’t just ops drama; it’s make-or-break for proving competence and care.
Today’s digitally native students roll in expecting seamless online experience—think on-demand streaming, AI chats, even buying cars online. But clunky, ancient university systems disappoint. The real issue? A growing chasm between edtech demands and legacy IT infrastructure.
How Student Needs Accelerate IT EvolutionAs CIOs, we have seen higher education lean on legacy systems for too long—slow digital adaptation meant students running back and forth on campus for basics like class registration across disconnected departments.
Now, Gen AI-native students demand a satisfaction checklist: Strong Wi-Fi across campus, frictionless digital resources, AI-powered service desks. They expect the seamless, always-on experiences of consumer tech—AI-driven instant resolutions, intuitive UIs, self-service access.
The past five years turbocharged digital transformation. Online learning evolved from nice-to-have to mission-critical. Faculty and students require ubiquitous digital tools, yet too many institutions lack robust IT foundations for AI-enhanced delivery.
Campuses are in-person again, but digital expectations endure. In an AI-transformed landscape, we must deploy resilient digital infrastructure to empower student success—it’s non-negotiable.How AI ITSM Supercharges Student Life
This is the pivotal shift where effective IT service management moves from nice-to-have to mission-critical imperative. IT service management platforms, increasingly powered by artificial intelligence, serve as the foundational infrastructure powering today’s vibrant campus life. They enable smooth new student onboarding, seamless student-professor communications, precise help desk ticket routing to expert staff, efficient game-day transportation logistics, and a host of other indispensable operations that keep everything humming.
Consider a typical incoming student’s chaotic first days: adjusting class schedules, resolving financial aid hurdles, discovering clubs to join. In legacy setups, that meant shuttling between three distant offices, drowning in paper forms, and enduring weeks-long delays. With modern IT service management, these become effortless, streamlined digital workflows—handled right from the dorm with a few clicks.
Beyond checklists, college overwhelms first-year students with stress and intimidation from fragmented digital platforms. IIT Madras has tackled this through its Centre for Outreach and Digital Education (CODE), rolling out AI-powered tools, personalized learning platforms, and seamless digital onboarding systems—including intuitive portals for account setup, virtual labs, and real-time support—to minimize IT friction and let newcomers focus on academics
Why ITSM Delivers Real Campus ROI
University leaders face a big challenge: showing the return on investment. It’s simple to support a fancy student center or new stadium—they create excitement and clear results everyone sees. Digital systems work quietly and only get noticed when they stop working.
This challenge is intensified by the massive transformation currently hitting Indian higher education under the National Education Policy (NEP) 2020. To meet the government’s goal of doubling student enrolment by 2035, universities are adopting the Academic Bank of Credits (ABC), a digital system that tracks student progress and credit portability across different colleges.
However, these mandates arrive as many institutions face strict hiring freezes and budget constraints, forcing campus help desks to operate on limited 9 a.m. to 9 p.m. schedules. In contrast, modern Indian students—often navigating complex digital credit transfers or rural connectivity issues—require assistance at all hours. This is where Artificial Intelligence changes the ROI equation: AI-driven support systems work 24/7, providing instant help while drastically cutting operational costs and fulfilling the UGC’s vision for a tech-enabled campus.
ITSM: The New Campus Game-Changer
Today’s students judge institutions not just by pretty campuses or nice facilities, but by how good their digital experiences are. Universities that succeed see IT service management as a key part of the school, one that helps students connect and work together.
The big question now is, will institutions lead the way or fall behind? Those that use IT service management wisely will meet student needs better, reach their goals, and compete well in a digital world. For IT leaders, a strong IT service management base is not optional anymore—it is vital for institutional success.
The author is Ashwin Ballal, Chief Information Officer at Freshworks.
Disclaimer: The views expressed are solely of the author and ETCIO does not necessarily subscribe to it. ETCIO shall not be responsible for any damage caused to any person/organization directly or indirectly.
