A Public University Centralizes IT Support with ServiceNow CSM

Results

Replaced a deprecated call-in system

Centralized IT support request handling

Delivered two weeks early, under budget

Built internal skills to run CSM long-term

ServiceNow Applications

THE CLIENT

Keeping a campus running behind the scenes

An IT organization at a public university keeps campus life running, supporting the technology behind coursework, research, and daily operations for the entire institution. Every call, email, and request that touches technology on campus eventually reaches this team. As the university's operations grew more complex, giving that team a clear, structured way to receive and route those requests became essential to keeping the campus moving.

“The university valued Ondaro’s collaboration and focus on understanding our goals and helping us work toward those as changes happened in our department."

- University Representative

THE CHALLENGE

One phone line carrying the weight of the whole campus

For years, the university's central IT service desk had become the default stop for far more than technology problems. The desk fielded more than 90,000 calls a year, and many had nothing to do with IT at all. Questions meant for building maintenance and other departments routinely landed there first, turning the desk into an informal switchboard for the whole campus.

Underneath it all sat an aging, deprecated call-routing system that could not keep pace. Every request arrived the same way, by phone, with no structured place to log it, categorize it, or hand it to the right team. As the university's operations grew more complex, that lack of structure meant longer resolution times and more of the desk's time spent redirecting calls instead of solving problems.

THE SOLUTION

A structured case system, built and owned in-house

The university partnered with Ondaro to design a centralized service experience on ServiceNow's Customer Service Management module. Ondaro guided a structured discover-and-design process while the university's own developers built and owned the configuration.

Here's what the university put in place:

Guided discover and design: Ondaro assessed the existing call-based process, gathered requirements, and translated them into user stories the university's own team could build from.
A structured case type: Requests that once arrived only as phone calls now flow through a defined case type with clear categories, assignment groups, and service-level targets.
Interactions in place of calls: A new interaction record replaces the university's deprecated call-logging system, giving staff a modern way to capture every request.
In-house development, guided delivery: The university's own developers built the solution, with Ondaro's architect available each week to answer technical questions and validate the approach.
Train-the-trainer enablement: Ondaro trained the university's team directly, so staff could run and extend the platform without ongoing dependence on outside help.

The result is a service desk built to handle real demand. Every request now has a clear place to land, what used to mean a misdirected phone call now routes automatically, and the university's own staff can maintain and grow the system going forward. The university's team finished the engagement two weeks ahead of schedule and slightly under budget.

THE PARTNER EXPERIENCE

A guide the university's team could lean on

The relationship extended beyond the platform itself. With several demanding projects already on its plate, the university's team leaned on Ondaro's guidance throughout discover, design, and delivery. That support helped the engagement move faster than planned.

Even as the university weighs its broader budget picture, its team has said it wants to continue working with Ondaro as future needs come up, a sign of a relationship built to continue rather than a one-time project.

LET'S INNOVATE TOGETHER!

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