Case Study: Global Education Provider achieves 2 million student wait‑hours saved and faster IT service delivery with ServiceNow Orchestration

Global Education Providing Company - Customer Case Study

A global education provider set out to speed delivery of student services and reduce long wait times that were slowing IT projects. A key bottleneck was manual firewall-change requests—submitted as emailed Word documents and processed by the network team—so each request took about 80 hours end-to-end (20 hours of actual work), delaying access and slowing project delivery.

The organization used ServiceNow IT Service Management and Orchestration to automate firewall changes and classroom provisioning: requests are submitted in ServiceNow, validated, approved, and pushed to configuration systems automatically. The automation cut wait times by 90% (about 13,000 hours saved annually on firewall changes), reduced classroom setup from three days to 15 minutes, and delivered roughly 2 million hours of student wait-time savings per year while improving compliance, efficiency, and scalability.