Case Study: Lone Star College achieves IT consolidation and 24/7 support for 100,000 students and staff with ServiceNow

IT Integration and Consolidation to Support 100,000 Students and Employees

Lone Star College, a six-campus community college serving about 100,000 students and employees, faced fragmented IT and business support: each campus ran its own service desk and tools, prior consolidation attempts failed, and processes like financial aid handling were decentralized and inconsistent. The college needed a way to centralize support, improve self-service and reporting, and gain visibility into assets and change impacts to reduce outages and improve customer experience.

Lone Star implemented a hybrid in-house/outsourced service desk on ServiceNow (daytime support in-house, overnight outsourced), moved to its own ServiceNow instance, and integrated discovery and asset data (Altiris, WASP) to populate a CMDB. The result was 24/7 coverage with a unified portal, enforceable SLAs, automated change management, fewer change-related incidents, cost savings reinvested into support, and expanded use of ServiceNow for non‑IT processes like a consolidated financial aid contact center.

Lone Star College

Link Alander

Vice Chancellor & Chief Information Officer