Bournemouth University "Tops the Honor Roll" for IT Service Transformation
Leading University Provides Faculty and Students with Self-Service IT and
Consolidates to a Single System of Record
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
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
“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
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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their respective holders.
Liza S. Goldberg, 408-501-8553
Kim McCrossen, 781-684-6253
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