Federation University Australia significantly enhanced its user experience and self-service capabilities by implementing ServiceNow IT Service Management (ITSM) Pro. Over five years, the university increased its self-service rate from 11% to 60%, reduced the effort to deploy new services by 50%, and achieved a customer satisfaction score of over 90%. The adoption of ServiceNow's features, including Employee Center and AI functionality, streamlined processes, reduced reliance on phone support, and simplified the user experience by consolidating 12 separate portals into a single platform.

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