SAN DIEGO – June 10, 2013 – ServiceNow (NYSE: NOW), the
enterprise IT cloud company, today announced that Bournemouth
University (BU) has deployed ServiceNow
software‑as‑a‑service to consolidate multiple IT systems into a single
system of record, increase automation of IT operational processes and
provide self‑service to its faculty, staff and students.
Spread across two campuses on the southern coast of England, BU
boasts more than 18,000 students and 1,700 faculty and staff members.
"BU had a hodgepodge of tools that we used to manage IT. None
of them were flexible enough to manage across the breadth of our
various IT processes," said Mark Flexman, service planning
manager, Bournemouth University. "As a result, we didn't have
visibility into our IT assets which made our hardware and software
license management system ineffective. In addition, our request
fulfillment process was not well‑managed, causing frustration among
After its implementation of the ServiceNow IT Service Automation
Application Suite, BU now successfully manages incidents,
its knowledge base and IT
assets through a single system of record. The BU IT team has seen
significant improvements in efficiency due to streamlined processes
and integration of ServiceNow with other systems across the campus. BU
was also able to shift IT resources away from system administration to
support more strategic projects. User satisfaction among faculty and
students increased as the self‑service knowledge base helped them
solve their own issues quickly, particularly late in the evening when
student demand for IT support is high.
"Since migrating to ServiceNow, we've seen dramatic
changes," added Flexman. "We understand root causes of our
problems better, can prioritize our top service requests and quickly
identify who we need to inform when services are affected."
"ServiceNow has more than 100 educational institutions that
have consolidated to a single system of record to improve IT
operational efficiencies," said Beth White, chief marketing
officer, ServiceNow. "Self‑service IT has proven extremely
effective in universities with a large student population who expect
ServiceNow is the enterprise IT cloud company. We focus on
transforming enterprise IT by automating and standardizing business
processes and consolidating IT across the global enterprise.
Organizations deploy our service to create a single system of record
for enterprise IT, lower operational costs and enhance efficiency.
Additionally, our customers use our extensible platform to build
custom applications for automating activities unique to their business
requirements. For more information, visit www.servicenow.com.
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