Prestigious Graduate Business School

“Service Catalyst and our organization worked together with ease. They understood the ServiceNow product and its capabilities. With their guidance, we delivered a system on time and on budget that has been well received by our community.”

Customer Situation

This prestigious, international business school maintains one of the most beautiful campus’ in the world. The school’s goal was to better track and report on the management of its Facilities Operations resources and staff. Faced with an outdated and inflexible tool for managing its facilities operation, work orders and large assets, the school turned to Service Catalyst for guidance, organizational change management, process design, technical implementation and training on a unified platform.

The Solution

To align the business school’s people, processes and technology (using ServiceNow’s Facilities Management application as a base), Service Catalyst:

  • Began by understanding existing culture, people/roles, services and business processes
  • Documented major gaps and pain points with the current system and process
  • Helped architect a new process and technology vision with the school’s goals in mind
  • 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)