Saint Louis University Case Study on IT Support Transition

This case study documents the experience of John Heartlein, Director of Service Operations at Saint Louis University, regarding the transition from Microsoft Premier Support to US Cloud services. The narrative begins with an overview of the university's structure, including its student and staff population, and the challenges faced due to budget cuts that led to a significant reduction in headcount. Heartlein describes the frustrations encountered with the previous support model, highlighting issues with response times and the management of the technical account manager. The transition to US Cloud is portrayed positively, emphasizing the ease of service and responsiveness. Heartlein notes the effectiveness of the support received from US Cloud, particularly in resolving complex technical issues and maintaining communication. The case study illustrates the benefits of switching to a third-party support provider during a critical period, especially during the COVID crisis, when remote operations were essential.