Service Past, ServiceNow, Service Future

Most journeys are better with friends, and the University IT (UIT) journey to implement the ServiceNow (SNOW) service management application is no exception.

That’s why we’re so excited about our latest milestone, in which three campus IT groups — School of Medicine (SoM), Office of Development (OOD)/Stanford Alumni Association (SAA), and School of Humanities and Sciences (H&S) — joined us in providing a consistent IT support experience for Stanford.

With these “early adopters” on board, over 500 IT support staff are now using ServiceNow to manage IT services available to the entire campus.

Early adopters lead the way

The early adopters launched ServiceNow on April 17, but the onboarding process began over a year ago. The process involved UIT business analysts conducting regular outreach meetings with each group to gather data requirements for transitioning their IT support from the existing Remedy system to the new ServiceNow system.

Before the transition, the three early adopter teams handled a combined total of approximately 4,500 support tickets each month. Those, added to UIT’s ticket intake of approximately 8,000, bring significant momentum to the campuswide ServiceNow implementation.

School of Medicine Service Desk Manager Andrew Blaner provided positive feedback to the ServiceNow project team about the onboarding and transition leading up to their recent go-live.

“Thanks for listening to all my feedback, suggestions, and requested changes throughout all phases of the transition. Partnering with the UIT team on planning, testing, training, and more, made SoM ServiceNow go-live a smooth success.”

Summer forecast: SNOW in July

In July, most remaining campus IT groups will move to ServiceNow, giving everyone enough time to settle in before the academic year end and start-of-school ticket submissions.

Joining us on ServiceNow in July are IT teams from:

• Graduate School of Business
• Stanford Earth
• Libraries
• School of Engineering
• Land, Buildings, and Real Estate
• Environmental Health and Safety
• Law School
• Stanford Management Company
• Graduate School of Education
• Vice Provost for Undergraduate Education
• Office of Research Administration
• Research Compliance Office

Learn more

The ServiceNow project kicked off in September 2015 as part of UIT’s Service Management initiative, a multi-year effort to improve how we provide and maintain our services.

ServiceNow is a tool that helps us develop and manage consistent processes so that the Stanford community receives timely, consistent support and an improved overall service experience. UIT began using ServiceNow in December 2016 and broadly launched the new Stanford Services Portal for IT support.

For more information about this initiative and to view current and past communications, see the project website.