Case Study: a large urban community college system improves IT service efficiency with SDI Presence and ServiceNow

a large urban community college system cuts ticket resolution times by 25% with SDI Presence

A large urban community college system serving over 80,000 students faced challenges with its legacy IT platform, which limited the speed and reliability of its services. The IT department managed a heavy load of 200,000 emails and 6,000 monthly helpdesk tickets, necessitating a modern solution. They partnered with SDI Presence to implement a ServiceNow platform to improve responsiveness, automate workflows, and ensure compliance.

SDI Presence implemented a district-wide ServiceNow solution that included modules for Incident, Problem, Change, and Knowledge Management, along with system integrations and custom enhancements like a real-time chatbot. Following this implementation, the college system accelerated ticket resolution times by up to 25% and decreased escalated issues by up to 30%. This resulted in smoother workflows, higher satisfaction, and consistent, reliable IT support across all campuses.