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Use ServiceNow tools to drive digital transformation in higher education

ServiceNow tools enable digital transformation in higher education

Dale Landowski, ITSM product manager for ServiceNow solutions at CDW, notes that organizations need standard processes, shared data, shared applications, and shared technologies to thrive in this environment. Higher education institutions should avoid having multiple apps that perform the same function.

Sharing data is key to transformation, he says, and ServiceNow enables it for agencies through a shared data repository.

“It really gives the insight and the ability to modernize and provide a real modern backbone,” he says.

As higher education students and staff’s experiences with businesses have become more digital and personal during the pandemic, their expectations of how they should interact with their institutions have changed. IT teams must become strategic partners for other academic departments, students, faculty, and staff as they seek to streamline operations across campus.

LEARN MORE: How ServiceNow can help you achieve true digital transformation.

To focus on this type of work, universities can leverage ServiceNow to simplify and optimize IT operations by merging core operational functions into a single platform. The platform enables standardized processes and enables data sharing to leverage shared applications.

This enables IT teams to work in a service-oriented way, operating not as a cost center but as an integral part of delivering modern, mobile-friendly services that students and staff can access when they need them. ServiceNow tools allow an IT team to operate more like a business than a technology provider, able to forecast demand and focus on delivering core services.

“If you’re not thinking about services and products, and you’re not talking about services and products, and you’re not able to articulate the services and products that you support in IT , you won’t be able to have conversations about digital transformation, because that’s where the transformation happens,” says Landowski.

How Colleges and Universities Benefit from ServiceNow

Several colleges and universities have turned to ServiceNow to manage campus-wide operations.

For example, Virginia State University rolled out ServiceNow in October 2021 and found uses for the platform outside of IT, including in human resources. The platform helps validate when employees completed their security training, collect metrics on device deployment, and identify bottlenecks at any time.

At Utah State University, ServiceNow centralized the university’s ITSM, but IT quickly realized the platform could do so much more. For example, the university’s personalized HR app, called MyTime, allows university employees to submit their timesheets, leave requests and overtime digitally, saving around $2. 000 hours of administrative work per year. The State of Utah has also created an app within ServiceNow that allows high school students to apply for and pay for classes through the Utah State Concurrent Enrollment Program, which allows students to earn college credit at the state’s eight public colleges.

California State Polytechnic University, Pomona implemented ServiceNow to streamline its IT ticketing system and improve user self-service capabilities. ServiceNow gives students a single point of access to all university services, quickly giving them the information they need. This implementation has reduced change incidents by more than 70%. It also created a unique record for each student, displaying every student interaction with the administrative offices in one place and helping the university meet its commitment to student success.

Most organizations have shared network and infrastructure capabilities, but lack value-added services, Landowski says. IT teams deploy these shared capabilities but are not committed to the organizations business or mission areas.

“Good organizations and organizations that have a modern operating environment have services that add value to the business,” he says. “They understand what it is and what they’re getting, and they pay based on a consumption model, for example.”