Case Study: Oxford Brookes University achieves 60% more requests handled and faster, transparent Estates and Facilities Management with ServiceNow

Driving Excellence with Estates and Facilities Service Management

Oxford Brookes University, a modern UK university with 18,000 students and 3,000 staff, faced an overstretched Estates and Facilities Management (EFM) operation reliant on paper-based, manual processes. With around 10,000 planned tasks and 12,000 reactive requests a year, the team lacked mobile support, operational visibility, and a way for staff and students to track jobs, creating long resolution times and heavy administrative burden.

The university moved EFM onto ServiceNow (Field Service Management, Project Portfolio Management and Performance Analytics), automating workflows, enabling mobile updates and GPS tracking, and creating a single system of record. The change eliminated paper processes, improved reporting and proactive planning, and allowed the service desk to handle 60% more requests while resolving more hidden issues and delivering faster, more transparent service.

Oxford Brookes University

Clare Colwell

Service Desk Manager, Estates and Facilities Management (EFM)