Western Sydney University (WSU) has transformed its digital services by implementing ServiceNow, creating a future-ready foundation with a focus on generative AI. With over 3,500 employees and 50,000 students, WSU has reduced paper forms for requests by 100%, created over 3,600 knowledge articles, and achieved 60,000+ monthly views of these articles by students and staff. The university implemented three service portals to streamline access to over 300 services, enhancing user experiences across academic, research, and administrative areas. This digital transformation positions WSU as a leader in delivering consistent, innovative experiences in a highly competitive education sector.

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