Case Study: University of North Texas System achieves 36% fewer incidents and 96% faster resolution with ServiceNow

UNTS fosters educational and research excellence with ServiceNow

The University of North Texas System (UNTS) — three institutions in Texas serving 38,000 students and 10,000 employees — needed a more efficient, student-centric service experience to attract and retain students and faculty and to support its research and education mission. Centralizing IT, HR, and administrative functions under an Information Technology Shared Services (ITSS) model created the challenge of delivering fast, consistent support across the student lifecycle while reducing administrative burden.

UNTS implemented ServiceNow (IT Service Management, IT Operations Management, and Performance Analytics) to automate 250+ request workflows, enable self-service, and build a CMDB for better service visibility. Using text analytics to recategorize incidents and streamline routing, UNTS cut incident volume by 36% and reduced average time-to-resolution from five days to under four hours (a 96% improvement), improved SLA performance (e.g., three-day fulfilment for software requests), and freed staff to focus on higher-value student support.

University of North Texas System

Nassos Galiopoulos

Director of IT Service Management