Prestigious Graduate Business School

Process Design & Organizational Change Management

This prestigious international business school maintains arguably one of the most beautiful campuses in the world. From an IT perspective however, the school struggled to manage, track, and report upon its Facilities Operations resources and staff due to outdated & inflexible tools. In order to improve their processes and technical framework for management of Facilities, work orders, and assets, the school turned to the Service Catalyst team for help. In return, Service Catalyst formulated a solution towards organizational change management and process design, bolstered by a strong technical implementation and training on the ServiceNow platform. This solution aligned existing culture, people, services & business processes all while offering the following capabilities:

  • Documented major gaps and pain points with the current system and process
  • Captured and documented user and functional requirements housed within the ServiceNow platform that were fully traceable to test scripts and test results
  • Developed a reference and technical architecture
  • Integrated with existing Service Management core data
  • Developed an Operations Management work order system
  • Integrated external Security and Executive Education systems
  • Imported and transformed facilities assets such as HVAC equipment, generators, etc. from external repositories
  • Customized a Preventative Maintenance system that integrated with the assets based on the School’s building schedule availability
  • Developed a white glove Move, Add and Change system for onboarding, moving/transferring and off boarding the School’s affiliates (staff, faculty, contractor)
  • Integrated Operations-specific work order tasks (e.g. paint office) with IT-specific tasks (e.g. setup computer)
  • Documented business and technical processes
  • Developed and delivered training to management and trade professionals
  • Developed reports and dashboards for all levels of the Facilities Operations team (executives, supervisors, tradespeople)