How do you help 14K students do everything? American University used a suite of ServiceNow solutions to streamline information sharing Job to be done Transform the university’s service culture to improve the student experience Solutions to do it - S ervic eNo w ® Customer Service Management - S ervic eNo w ® IT Service Management - ServiceNow ® IT Business Management What we did Created a self-service portal to provide easy access to information on available campus services And achieving: 450% to 500% year-on-year increase in knowledge base views We automated: 41 workflows and 19 other flows Adding up to: 15 new systems or services per year x A little background American University (AU) had outgrown its service delivery system and wanted to improve the student experi

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