Consolidating a Fragmented Campus Into a Single, Intelligent Service Platform
A private university with 15,000+ students replaced three disconnected service offices and a patchwork of legacy IT tools with a unified ServiceNow platform - eliminating silos, automating workflows, and transforming the student experience.
Key Results
The Challenge
When Silos Stop Being an Inconvenience and Start Costing Students The university faced a compounding set of operational challenges that were directly impacting student satisfaction, staff efficiency, and institutional agility. Three Offices, Zero Coordination Students navigating enrollment, billing, and financial aid were required to engage separately with three distinct offices, each maintaining its own records and processes. Interdependent issues went unresolved as work fell through the gaps between teams. Legacy IT That Couldn't Keep Up The IT team relied on an aging ITSM platform that required manual intervention, lacked self-service capabilities, and had no mobile support. Upgrading even basic processes was time-consuming and expensive, leaving staff and students frustrated. No Single Source of Truth for Data Student records, financial data, and operational metrics lived in disconnected systems. Decision-makers lacked reliable, real-time insight into what was happening across the campus - making proactive management nearly impossible. Manual Processes Everywhere From tracking student inquiries to managing HR workflows and facilities requests, staff relied on email threads, spreadsheets, and manual follow-ups. Every process was as slow and error-prone as the people maintaining it.
Our Solution
One Platform. Every Service. Across the Entire Campus. ACI Infotech deployed the ServiceNow platform as the university's enterprise-wide service backbone - replacing fragmented legacy tools with a unified system of record that connected IT, HR, student services, facilities, and administration on a single, cloud-native architecture.
Rather than a lift-and-shift of existing dysfunction, ACI Infotech redesigned the service delivery model from the ground up, implementing ITIL-based processes tailored to the specific demands of higher education - and doing so without requiring high-cost customization or extended development cycles. Centralized Data Warehouse ACI built a centralized data repository integrating transactional, internal, external, and legacy systems into a single source of truth. For the first time, institutional leaders could access unified dashboards reflecting real-time enrollment figures, IT performance metrics, financial aid status, and operational health - enabling data-driven decisions rather than guesswork. Full IT Service Management Transformation ACI implemented the complete ITSM suite on ServiceNow - covering Incident, Problem, Change, Asset, CMDB, Knowledge, and Service Catalog management. A self-service portal replaced manual intake, while automated incident routing and remediation dramatically cut resolution times. IT leadership gained a command-center view linking technology operations to business priorities across the campus. One-Stop Student Service Center The three disconnected student-facing offices - Financial Services, Bursar, and Registrar - were consolidated into a single service desk powered by ServiceNow's CSM module. A unified case management system gave every agent complete visibility into a student's history, allowed seamless triage to specialists, and enabled reporting across the combined operation. Students now interact with one team, not three. Enterprise Service Management Across Departments Beyond IT, ACI extended ServiceNow's workflow automation across HR, Facilities, Academic Support, Campus Security, and Financial Aid. Department-specific service catalogs and automated case routing replaced email chains and manual coordination, enabling staff to focus on high-value work instead of administrative overhead. Mobile-First, Consumer-Grade Experience Students, faculty, and staff gained access to a modern, mobile-friendly portal for submitting requests, tracking status, and accessing self-service knowledge articles - available 24/7. The interface was designed to match the consumer digital expectations of today's campus community, driving adoption without training overhead.
Technologies Used
Results & Impact
A Campus Transformed. Outcomes That Speak for Themselves. Within months of go-live, the impact of the unified platform was measurable across every dimension of campus operations - from student satisfaction scores to IT resolution rates to cost efficiency in service delivery. Three siloed offices unified into a single student service center, eliminating duplicated effort and the need for students to navigate multiple departments 40% faster IT incident resolution through automated routing, self-service deflection, and real-time visibility into open issues 96%+ user satisfaction sustained week-over-week, as reported by students, faculty, and administration following go-live Complete elimination of legacy ITSM tools - no redundant systems, no parallel maintenance, one platform to manage, update, and extend 150+ request types automated through the student self-service portal, including equipment loans, IT support, facility bookings, and enrollment actions Real-time institutional dashboards delivered to leadership for the first time, enabling proactive service management and accountability at the department level HR, Facilities, and Academic Support onboarded to the same platform - reducing cross-department friction and eliminating manual workflow coordination Shared services cost reduction through central system administration and subscription-based access, replacing multiple redundant vendor contracts.
"The whole campus has noticed the difference. Students can finally get answers without bouncing between offices, and our IT team is focused on what matters, not firefighting. ACI Infotech didn't just implement a tool; they helped us reimagine how we serve our community."
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