Universidade privada líder de mercado aumenta a eficiência por meio da modernização da TI

The client, a leader in higher education innovation, faced significant challenges with its existing IT service management (ITSM) processes. As one of the fastest-growing universities in the US, it needed an IT infrastructure that could scale with its growth while delivering a seamless experience for its diverse user base. However, the current ITSM platform was overly complicated, was difficult to navigate, and hindered users from accessing critical services efficiently.

The ITSM team recognized that these inefficiencies were not just operational bottlenecks-they directly impacted the student and faculty experience. Users struggled with limited searchability and usability within the service catalog, leading to increased reliance on administrative support for even basic tasks. This lack of personalization and accessibility also caused delays in resolving major incidents, further compounding user frustration.

The client’s goals were clear: simplify self-service processes, improve search functionality, and create a personalized experience for users interacting with ITSM. Without addressing these pain points, it risked falling short of its mission to provide unparalleled support to students and staff. The client needed a solution that would modernize its ITSM platform while aligning with ServiceNow best practices to reduce technical debt and enhance scalability.