Results
ServiceNow Applications
The University of California, Los Angeles is the largest campus in the University of California system and one of the nation's top-ranked public research universities, with a mission to create, share, and apply knowledge for the betterment of society. Its Westwood campus supports a community of nearly 50,000 students along with thousands of faculty and staff, and it delivers IT services to them through a decentralized set of campus units. ServiceNow sits at the center of how those units run IT service and asset management across the university.
"Ondaro did an excellent job guiding us back to a true out-of-the-box ServiceNow ITSM implementation while keeping us aligned with platform best practices. The team was highly collaborative and thoughtful in navigating the nuances of a university environment, consistently fair and balanced in their approach, and willing to go the extra mile to ensure long-term success. I would strongly recommend Ondaro to any organization looking for a strong ServiceNow partner."
— Client Representative, UCLA
UCLA's ServiceNow instance had grown heavily customized over years of use, and it was shared across multiple tenants. That technical debt slowed delivery, made upgrades harder, and kept the university from picking up new platform capabilities. Because the instance was shared, UCLA could not govern, prioritize, or execute changes on its own terms.
Decentralized IT compounded the problem. With units operating at different levels of maturity and following inconsistent practices, UCLA found it hard to scale services, keep visibility into its IT assets, and give faculty, students, and staff a consistent experience.
Rather than upgrade in place, UCLA chose to reset. The university stood up a new, dedicated ServiceNow instance built to out-of-the-box standards, migrating the data that mattered and deliberately leaving legacy customizations behind. Ondaro brought its delivery methodology, which builds on ServiceNow's Now Create and has been refined across more than 1,000 projects, and the team delivered Phase 1 in seven two-week sprints with a working demo at the end of each one.
Over that build, UCLA put in place:
UCLA went live in March 2026 on a platform it fully owns. The university now sets its own strategy, development, and roadmap with no shared-tenant constraints. Standardized processes, captured in seven process guides, give decentralized units a common operating model and a starting point for onboarding more services. By go-live, UCLA's own system administrators were equipped to run day-to-day platform support, a direct result of the knowledge transfer built into every stage. Staying out-of-the-box also means faster upgrades, lighter maintenance, and headroom to adopt what ServiceNow ships next.
The engagement ran on an aggressive timeline, and UCLA credited Ondaro with holding the build to platform best practices while working within those constraints. The relationship stayed collaborative through go-live, and the university pointed to Ondaro's balanced, university-aware approach as a reason the reset landed cleanly.
With Phase 1 live and owned in-house, UCLA and Ondaro mapped a roadmap for what comes next, from onboarding additional services and campus units onto the standardized model to expanding asset management as the program matures.
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