Ivy League University

Process Design & Organizational Change Management

We were contacted by the University for a potential ServiceNow implementation as part of a redesign to their service management processes, specifically focusing on organizational change management and process design. In partnership with the university, Service Catalyst was able to deliver a unified and scalable solution, which was the result of “a very successful partnership from start to finish.”

  • Defined a roadmap and high-level program schedule
  • Developed reference and technical architecture
  • Designed, developed, tested and integrated the solution
  • Identified Personas and affiliations (students, faculty, staff, alumni, etc.) to establish roles in the system
  • Authored development and instance standards documentation for operational use
  • Developed training curriculum
  • Documented requirements housed within the ServiceNow platform with fully traceable functional specifications, test scripts and test results
  • Developed and implemented an intake process that eliminated the need for the end user to understand the difference between and incident and a request, while directing the user interaction to the correct process. This allows the work to follow the appropriate workflow and facilitates meaningful metrics that represent work progress and results for each process independently
  • Designed and implemented well-planned request and incident processes that route work to the appropriate teams for resolution or fulfillment
  • Designed, developed, and implemented more than 50 request catalog items representing service requests for critical end-user services
  • Designed, developed, and implemented a Major Incident process that handled unplanned outages and formulated a communication strategy for organizational transparency and information sharing