Case Study: National Institute of Education (NIE) achieves a virtual campus and streamlined IT service management with ServiceNow

NIE Turns to ServiceNow to Underpin Virtual Campus Model

The National Institute of Education (NIE) in Singapore, a teacher-training institution serving thousands of students and hundreds of academic staff, needed a more scalable, user-friendly IT service management system to support its move toward a virtual campus. Its in-house tool could not keep pace with changing requirements for incident, service request, feedback and onboarding processes, prompting a review of vendor solutions in 2015.

NIE selected ServiceNow (acquired July 2015) and rolled it into production in January 2016, adding a mobile self-service portal for staff (June 2016) and students (August 2016). The platform delivered a service catalogue, incident and knowledge management, feedback and live chat, gave an end-to-end view of IT performance and established benchmarks for handling up to 15,000 incidents per year. Targets include reducing call-in/walk-in cases by 20% and achieving a 90% first-time resolution rate, while the solution underpins NIE’s virtual campus strategy and a strategic vendor partnership.

National Institute of Education

Tan Hoon Chiang

CIO and Divisional Director, Academic Computing & Information Services