Case Study: Hong Kong Baptist University achieves 4.7 average user satisfaction and 85% fewer overdue requests with ServiceNow

Hong Kong Baptist University Boosts Service Desk User Satisfaction with ServiceNow

Hong Kong Baptist University (HKBU), a Hong Kong-based higher education institution founded in 1956, faced rising demand and expectations for IT services but lacked standardised, quantitative ways to track incidents, allocate staff, and capture request histories. Manual processes for multimedia and classroom AV requests, ad hoc communications, and no automated workload management made it difficult to measure performance, prioritise resources, and maintain consistent service quality.

HKBU implemented ServiceNow (Incident Management, Request Management and Service Catalog) on the Now Platform with Deloitte China, integrating Google Calendar and single-sign-on and using an Agile rollout. The new service desk and automated multimedia/classroom workflows delivered 24/7 access and a management dashboard, resulting in a 4.7 average satisfaction score (97% scored 4 or 5), an 85% reduction in overdue requests, and an 87% cut in SLA breaches.

Hong Kong Baptist University

Jennifer Lau

Director of IT