Case Study: State Research University improves campus IT service delivery with Beyond20 and ServiceNow

State Research University modernizes IT service delivery for 26,000 students with Beyond20

State Research University, a large public research institution, faced challenges with an outdated and inflexible IT service management system that created manual processes, slow response times, and a lack of visibility for leadership. To modernize service delivery for its students, faculty, and staff, the university partnered with Beyond20 to implement ServiceNow ITSM and Customer Service Management (CSM).

Beyond20 implemented a modern ServiceNow environment through a hybrid agile engagement, which included configuring Incident, Request, and Knowledge Management, launching a new service catalog and Employee Center, and integrating with systems like Active Directory. The results included drastically faster response and resolution times, real-time dashboards for data-driven decisions, and improved user satisfaction through self-service options. This provided the university with a scalable platform for future growth and operational excellence.

State Research University