Case Study: Loyola Marymount University achieves streamlined IT service delivery and improved collaboration with ServiceNow

Loyola Marymount University - Customer Case Study

Loyola Marymount University’s Information Technology Services (LMU ITS) supports a campus of more than 9,000 students but struggled with siloed teams, underdeveloped processes, limited communication and outdated tools that left the group stuck in reactive “firefighting” mode. This lack of transparency and consistency made it difficult to deliver reliable, customer-focused services and maintain strong relationships with academic and administrative units.

LMU ITS adopted IT service management (ITSM) best practices, consolidated tools onto ServiceNow, moved collaboration to a Live Feed platform, formed partner IT teams for business units, and launched a service-catalog and training program. The changes cut implementation time by about six months, produced cost savings, standardized workflows, improved customer satisfaction and transparency, and transformed ITS into a more proactive, collaborative organization — with ongoing plans to expand the catalog, social media initiatives, and project-service integration.

Loyola Marymount University