Case Study: University of San Francisco achieves rapid 3-month ITSM transformation with ServiceNow

University of San Francisco - Customer Case Study

The University of San Francisco (a private Jesuit institution supporting about 20,000 students, faculty and alumni) faced an aging, highly customized Remedy help-desk that pre-dated an ITIL/service-based approach. Mapping incidents to services was manual and costly, self-service required consultants, there were no built-in SLA/alerting tools, and IT resources were constrained by a concurrent ERP project — all driving the need for a simpler, service-focused ITSM solution.

USF chose ServiceNow’s SaaS platform and completed implementation in three months, integrating with Banner, LANDesk, RightAnswers and single sign-on. They deployed incident, problem and change management plus RFC workflows, automated alerts/escalations, streamlined metrics and self-service. Results included doubled survey response rates with more positive feedback, higher self-service adoption, reduced manual work for the help desk, and adoption of ServiceNow Project Management for tracking initiatives.

University of San Francisco

Tracy Schroeder

VP of IT