University of Warwick Buildings

Students get schooled on platform’s power

University of Warwick provides self-service portal for IT support

Students at the United Kingdom’s University of Warwick are experiencing first‑hand the power of modern IT service delivery.

Located in the English town of Coventry, the university drives operational efficiency as well as student and staff satisfaction with a ServiceNow® IT Service Management delivery platform—the Now Platform™—in multiple ways that underpins more than 40 IT services.


A prime example of this is Warwick’s self‑service portal for personal IT support that allows students and staff to book an engineer, receive advice, or report faulty equipment. The easy‑to‑use, self‑service portal enables the automation of 150+ different request types.



map of England

Shane Parsons, Service Management Service Owner, said it is also much easier for Warwick’s students and staff to engage with the IT training programme.

“We have developed a tool to completely automate our training process for students and staff, from booking the training sessions, sending reminders, and promoting those on a waiting list to a session if we receive a cancellation,” said Shane.


university of warwick students

ServiceNow has facilitated a dramatic change in the way everyone at the University of Warwick interacts with IT services.

“We have a constantly‑evolving range of services that can be accessed quickly and easily online and we are delivering a much better experience to staff and students,” said Shane.

Phone calls into the IT help desk have reduced by 30%, as staff and students continue to move to self‑service, and satisfaction with IT services is at an all‑time high, with a Net Promoter Score of 87.

Shane said Warwick is a long‑time user of the Now Platform because it “has constantly evolved alongside our requirements. I regularly receive requests from teams for different enhancements and new services that we’ve always been able to use ServiceNow to address.”

For Parsons, ServiceNow has ensured that IT is the fundamental enabler to the efficient operation of the University of Warwick.


Shane Parsons



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