Team requests fully automated in the first month
Minutes to create a new team vs. 29 hours
Hours saved in IT fulfiller productivity time
American University needed to immediately shift to create a team management system for 4,500 faculty and staff working from home to keep education going for 13,000 students during the COVID-19 pandemic. Leveraging the Now Platform, team formation requests by faculty and staff in Service Portal/Service Catalog trigger automated workflows in Flow Designer and IntegrationHub.
The university has reduced the (MTTR) incident management time from 29 hours to 8 minutes, saved IT fulfiller productivity hours, and quickly addressed 150 team requests in the first month, enabling work to continue uninterrupted at remote locations.
Assistant VP, Human Resources
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