Expert support for rapid ROI

The Royal College of Art (RCA) has been educating students for over 50 years. But what was once a college focused solely on the arts is now at the forefront of science, technology, engineering, arts, and math (STEAM) research and education.

Over the past ten years, the RCA has seen its number of students rise from 800 to over 3,000. Despite this incredible growth trajectory, the business processes to support that growth have largely relied upon supporting systems that were at hand—primarily email.

The college had 200 shared mailboxes. Some were obsolete but still live, some were monitored, some were not. So, the RCA embarked on creating a cross-college enterprise platform. It wanted students to be able to send a single email, and behind the scenes it could be routed to whoever could help that student quickest. 

The RCA has replaced its existing ticketing tool with ServiceNow IT Service Management (ITSM) and adopted ServiceNow Customer Service Management (CSM) across all of its student facing business areas.

Adopting ServiceNow was a full business change for the RCA. With only a small IT organization, the college sought support from ServiceNow Expert Services to increase the speed to return on investment. Expert Services were able to understand the RCA’s pain points, speak directly to students to identify changes, and upskill the existing IT team to help them become productive in the shortest time possible.