Case Study: University of Warwick achieves modern, streamlined IT service delivery with ServiceNow

A modern IT service delivery approach supports educational excellence

The University of Warwick, a leading UK university serving 25,000+ students and nearly 6,000 staff, needed to modernise an ageing, end-of-life help desk. Its IT processes were fragmented across disparate systems, spreadsheets and manual work, creating inefficiency and poor visibility that drove the decision to replace the legacy tool with a single, modern platform.

Warwick implemented ServiceNow IT Service Management and a 24/7 customer portal, consolidating workflows into one system of record that now supports 150+ request types and more than 40 new services. The platform delivered automation and full process visibility, reduced phone calls by 35%, cut average handling time from two days to about 30 minutes, and produced an NPS of 87.

University of Warwick

Shane Parsons

Service Management Service Owner