Uni of Adelaide adopts ServiceNow for ITSM

The University of Adelaide has completed the implementation of ServiceNow for its new IT service management platform.

Since going live in August, more than 5000 requests have been made through the university’s new self-service portal. The platform has been designed to streamline workflows, automate data validation and increase self-service access, reducing request processing time by up to 80% in some areas.

University of Adelaide CIO Bev Wright said following the implementation, the university has also seen an up to 20% increase in satisfaction rates in user surveys.

“ServiceNow’s platform has helped change the way our IT operations work and how staff and students access our IT services. The university is a large, complex organisation and by digitising our workflows we’ve been able to move away from paper-based and legacy systems with manual data entry to an integrated system with more effective services and a great user experience,” she said.

“Since implementation, 100% of our IT support teams have logged into the system and our Connect Chat live chat has been especially popular with students, with hundreds of live chats and self-service portal usage in its first week. We’ve also moved more than 1500 knowledge base articles onto our self-service portal, making it easier for staff and students to access key information.”

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