1 34% 30% We chose ServiceNow because it offered the self-service capabilities and automation to power the all-in-one portal we envisioned. Terry Fernandez, Assistant Vice President, Customer Service, OIT, American University efficiency gain for departments using the service portal platform for students, faculty, staff, parents, and prospective students reduction in mean time to resolve service tickets Industry: Education Location: Washington, D.C., USA Students: 14,300 Faculty and staff: 4,500 Products: • IT Operations Management • IT Service Management • Customer Service Management • Strategic Portfolio Management Developing tomorrow’s leaders Located a short distance from the United States White House and the Capitol building, American University (AU) is aligned to the

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