ServiceNow supports NIE's virtual campus model

Source: ServiceNow case study. Man studying at a desk.

The National Institute of Education (NIE) is a teacher training institution in Singapore operating under the auspices of Nanyang Technological University. The NIE has about 350 academic staff members, 4,175 students enrolled in undergraduate, higher degree and leadership programmes and a further 13,600 students undertaking professional development programmes.

NIE had developed a solution in-house to manage IT services. However, the burden of updating the product to meet NIE’s fast-changing requirements and managing its increasing complexity prompted the institute to consider alternatives. NIE’s Academic Computing & Information Services team— including experts in ITIL, system design and the lean thinking business methodology—started evaluating vendor IT service management products.

“Our primary goal was to deploy service management software that was user-friendly, could be easily customised and integrated into our IT environment, and could ultimately enable us to serve our teachers and students better,” said Tan Hoon Chiang, CIO, NIE.

NIE decided on ServiceNow in July 2015 and began the implementation in August the same year, going into production in January 2016. The institution further launched a self-service portal on its mobile app to staff in June 2016 and to students in August 2016.

The software has enabled the NIE to obtain an end-to-end view of IT service performance. The institution has now established benchmarks from which to improve its resolution of up to 15,000 incidents per year.

Traditionally, staff and students had called in or used email to contact the desk in order to resolve problems. The NIE has set two targets with the launch of its self-service portal, namely reducing the use of traditional touchpoints such as call-in or walk-in cases by 20% and increasing its first-time resolution rate to meet its target of 90%.


“My expectation is that ServiceNow will not just be a vendor for NIE, but a partner to help us move forward and expand our capabilities,” Tan said.

posted from Bloggeroid