Case Study: The Chinese University of Hong Kong achieves streamlined IT service management and faster incident resolution with ServiceNow

CUHK Turns to ITSM to Support Mission of Bringing Together China and the West

The Chinese University of Hong Kong (CUHK), a large government‑funded university serving about 7,000 staff and 20,000+ students, faced a heavy and growing IT incident and problem workload after curriculum expansion increased student numbers by 33%. Its legacy, hard‑to‑customise service system made incident, problem and change management slow, siloed and inefficient, creating visibility and project‑delivery issues across the campus.

CUHK replaced the legacy tool with ServiceNow (IPCC) after a proof of concept and worked with Hong Kong Telecom for deployment, with PPM and additional modules planned. The new platform centralises requests through a user portal, provides a knowledge base, enables SLA tracking and reporting, and gives management clearer project and resource visibility—delivering faster, more transparent service handling and improved staff satisfaction.

The Chinese University of Hong Kong

Che-Hoo Cheng

Associate Director of IT Services