The University of Adelaide, a top-ranked research-intensive university in Australia, faced challenges with limited visibility for tracking requests and disjointed communication with its IT support team, risking service disruption. By implementing ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM), the university connected six processes into a single self-service portal, leading to an 80% reduction in processing time, a 20% increase in user satisfaction, and 2,500 calls deflected to self-service within a month. This transformation improved service delivery, enabling the university to better support its 23,000 students and 3,500 employees while advancing its strategic goals.

Join for free to read