Case Study: NYC Public Schools modernizes IT service management with Nagarro and ServiceNow

NYC Public Schools reduces helpdesk wait times from minutes to seconds with Nagarro

The NYC Public Schools (NYC Department of Education), the largest school district in the U.S., faced a fragmented IT support system and an outdated Cherwell ITSM platform that was further strained by the shift to remote learning. To modernize its ecosystem and streamline its business processes, the agency partnered with Nagarro to implement a ServiceNow solution.

Nagarro implemented ServiceNow’s ITSM, Asset Management, and Business Management modules, which included a 24/7 AI-powered helpdesk and a public support portal. This solution automated asset management for millions of hardware assets and significantly reduced helpdesk waiting times from minutes to seconds. The modernization by Nagarro enhanced transparency, streamlined procurement, and empowered students and families with instant assistance.

NYC Public Schools (NYC Department of Education)