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National Institute of Education

The National Institute of Education (NIE) is a teacher training institution in Singapore with about 350 academic staff members and over 17,000 students enrolled in undergraduate, higher degree, leadership programs, and professional development programs. NIE was relying on a cumbersome, complex in‑house ITSM tool to manage IT services. When the tool could no longer meet NIE’s fast‑changing requirements, they turned to ServiceNow. By introducing a user‑friendly service portal and live chat functionality, the organization is enabled to better serve their teachers and students. NIE has reduced the use of traditional touchpoints such as call‑in or walk‑in cases by 20 percent and has increased its first time resolution rate to meet its target of 90 percent.