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Bournemouth University "Tops the Honor Roll" for IT Service Transformation with ServiceNow

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 our users."

After its implementation of the ServiceNow IT Service Automation Application Suite, BU now successfully manages incidents, changes, configuration, requests, 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 self‑help capabilities."

About ServiceNow

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

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