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The National Institute of Education (NIE) is a teacher training institution in Singapore operating under the auspices of Nanyang Technological University. The NIE has about 350 academic staff members, 4,175 students enrolled in undergraduate, higher degree and leadership programs and a further 13,600 students undertaking professional development programs.
The institution also hosts the Office of Education Research to run programs that advance education research, development and innovation. About 33,000 teachers have trained at NIE, and the institution has pledged to continue working to deliver world-class teacher education and educational research.
IT Service Management Needs Outstrip Capabilities of In-House Tool
NIE had developed an in-house product to manage IT services. However, the burden of customizing the product to meet NIE’s fast-changing requirements and managing its increasing complexity prompted the institute to consider an alternative option. From February 2015, NIE reviewed its processes for managing incidents, service requests, feedback and staff onboarding and offboarding.
In line with this...