An educational agency approached GlideFast Consulting with a need to improve its student services operations. The agency had already implemented ServiceNow but faced significant limitations with its initial configuration. They were specifically looking to implement ServiceNow Customer Service Management (CSM) and Request Management to better serve their students.

The agency had initially tried to use Service Request as their internal service desk for managing student interactions. However, this setup faced multiple issues:

• The workflow was generic and did not efficiently route requests to the appropriate school staff.
• Requests could not be tailored for external users (students), as the system wasn’t designed or licensed for this type of audience.
• The basic ServiceNow implementation left the agency unable to fully leverage the platform’s capabilities for educational services.

These issues hindered their ability to provide the level of service students needed for tasks such as course registration and other academic activities.

Recognizing the need for a tailored approach, GlideFast Consulting worked with the agency to design a personalized ServiceNow CSM solution. The goal was to enhance the ServiceNow platform’s functionality, enabling the agency to better meet the needs of students while optimizing their internal processes.

To achieve this, GlideFast implemented the following solutions:

• Educational Catalog: Created a specialized catalog designed to cater to educational services, making it easier for students to find and request the services they needed.
• Customer Portal: Developed a dedicated portal for students, allowing them to navigate course registration, submit requests, and track progress seamlessly.
• Communities Setup: Implemented basic Communities within ServiceNow to foster student engagement, allow for collaboration, and provide direct communication between students and staff.
• Knowledge Base Development: Worked with the agency to create Knowledge Base articles that would help students find answers to frequently asked questions and self-serve common requests.
• End-user Training: Provided training for agency employees, ensuring they could effectively use and support the new system.

By creating these personalized features and automating key workflows, GlideFast empowered the agency to provide a more efficient, student-friendly service experience.

The project was completed in six months, with GlideFast using an agile approach to rapidly prototype and iterate on the solution. This methodology helped the agency clearly define its needs, while GlideFast was able to refine and adjust the system design based on ongoing feedback.

Key outcomes of the project included:

• Improved Service Delivery: Students now had a streamlined, automated way to navigate course registration and request academic services, improving their overall experience. This led to a 40% decrease in manual intervention for student service requests.
• Optimized Workflows: Requests were routed to the correct staff members automatically, reducing the time taken to process each request. This automation resulted in a 30% reduction in response times for student queries and requests.
• Enhanced ServiceNow Usage: The agency gained a deeper understanding of ServiceNow’s capabilities, leading to more efficient internal processes. They saw a 25% increase in overall platform adoption among staff due to the improved usability of the system.
• Increased Efficiency: Through the system improvements, the agency saw an 18% improvement in operational efficiency, with fewer manual processes and better overall task management.
• Internal Training Resource: GlideFast delivered comprehensive documentation at the end of the project, which the agency now uses as a foundation for their internal training program. This has ensured higher consistency and faster onboarding for new employees.

In conclusion, the personalized CSM implementation not only addressed the agency’s immediate challenges but also laid the groundwork for future growth and improved student services. The project demonstrated how a tailored, agile approach can help a government educational agency transform its operations and achieve its goals with ServiceNow.