Case Study: University of Warwick achieves streamlined IT operations and higher user satisfaction with ServiceNow

Learn How a Modern IT Service Delivery Approach Can Support a University’s Educational Excellence

The University of Warwick, a leading UK institution serving 25,000+ students and around 6,000 staff, faced a failing, end-of-life help desk that fragmented service processes across spreadsheets and disparate systems. The legacy tool required constant fixes, generated high call volumes, long resolution times and poor user satisfaction, so the IT team set out to modernize service delivery and eliminate manual inefficiencies.

Warwick implemented ServiceNow—starting with incident, problem and configuration management and a 24/7 customer portal—and expanded to change management, knowledge and a unified product/service catalog. Consolidating workflows into a single system of record enabled automation of 150+ request types and 40+ new services, reduced help-desk calls by 35%, cut handling time from two days to around 30 minutes, and delivered a Net Promoter Score of 87.

University of Warwick

Shane Parsons

Service Management Service Owner