Managed Services Support for Campus Solutions Optimization

This document is a case study detailing the operational challenges faced by New Brunswick Community College (NBCC) with its Oracle PeopleSoft Campus Solutions and Oracle Cloud Infrastructure (OCI). The existing support provider was unable to effectively address issues, leading to limited use of essential features and user frustration. The case study outlines how NBCC sought a managed services partner to stabilize operations and enhance service delivery. SMACT Works was selected to implement a structured Managed Services model, utilizing its AMS methodology to catalog incidents and service requests. The document describes the implementation of a formal project governance framework that improved transparency and responsiveness. Key initiatives included automating routine support activities, optimizing PeopleSoft environments, and adopting Oracle Cloud Disaster Recovery services. The outcomes highlighted improved system stability, performance, and end-user satisfaction, alongside enhanced internal IT team morale. The case study emphasizes the importance of effective managed services in addressing operational inefficiencies in higher education institutions.