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Session Code: CSS0236
Presenter(s): Stephanie, Nick
Company(s): University of San Francisco, University of San Francisco
Abstract:
The University of San Francisco has been a ServiceNow customer since 2008, but never had a support team until 2018. Over 10 years, they weaved quite the tangled web. Old customizations made ServiceNow confusing for users, so they reintroduced the platform to fight old perceptions, and then evangelized repeatedly. This session will cover current support model, based on the 2015 ServiceNow Platform Support White Paper, and how USF adapted it to tackle their greatest weaknesses: adoption, governance, strategy, and service. Lastly, they will show how Performance Analytics highlights the team’s success!
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