Custom app built with ServiceNow eliminates legacy system costs, integrates billing and IT service management, and improves accuracy for USU
As USU continued to use ServiceNow, it realized that it was more than an incident management system—ServiceNow was a platform for the university to develop its own applications. Its first custom app was for IT billing. “With ServiceNow, we could integrate billing directly into our IT service management processes, making our billing more accurate,” says Steve. “It also eliminated the hardware and maintenance costs of our existing system.”
Now, when a user requests a priced service catalog item, ServiceNow automatically creates a billing record when the service is completed. At the end of the month, ServiceNow turns these into departmental invoices, which USU then sends out.
USU now views IT as a critical partner that solves problems in innovative ways
Steve and his team quickly found more opportunities to improve services and reduce costs using ServiceNow rapid workflow development and knowledge management capabilities. Not only is Steve’s team delivering value across the university, but it is also elevating its visibility as a critical partner for solving key problems.
For example, using ServiceNow, the team developed a custom app for HR called MyTime, which enables university staff to submit their timesheets, overtime, and leave requests online. Supervisors are informed via email. Once they approve or deny requests, employees are notified immediately. The app—which was built in three months—was immediately adopted by everyone on campus within a week of launch.
“Developing the app in ServiceNow has reduced manual entry and allows personnel to work more efficiently,” says Steve. “It’s saving us 2,000 hours of administrative effort every year.”
With ServiceNow app, USU enables high school students to earn college credits
The State of Utah’s STEPUP to Higher Education initiative provides programs and resources to encourage Utah students to pursue education after high school. The Concurrent Enrollment program allows high school students to earn college credit from Utah’s eight public colleges. USU volunteered to build an app where students could apply for and pay for these courses from any of the state’s public colleges.
“We built the app in less than three months using ServiceNow, including pulling student information from the state database and connecting to a payment gateway,” says Steve. “The feedback from the state, students, and schools has been very positive.”
USU continues to expand use of ServiceNow for extended student services
Most recently, USU went live with a ServiceNow app for handling scholarship acceptances—and there’s more to come. A new student orientation project is in the works, which will allow advisors to track the activities students need to complete when they arrive so they can reach out to help them if they’re struggling. This goes to the very heart of USU’s mission.
“We’re accountable for our students’ success, and we want to give them a great experience,” says Steve. “We’re doing this with ServiceNow.”