Results
Reduction in custom fields
Faster service request resolution
Six months from project start to go-live
Enhanced user satisfaction with simplified navigation
Applications
THE CLIENT
Empowering learners through innovation
The client is a private, nonprofit institution recognized as one of the fastest-growing universities in the United States, serving both online students and on-campus learners. The university offers more than 200 programs across business, education, liberal arts, social sciences, and STEM. Dedicated to modernizing higher education, the institution aimed to enhance its IT service management processes to better support its mission of delivering exceptional service to its community.
“We had very high expectations for Cask on this project, and they delivered! Every interaction was handled with the utmost professionalism, and the expertise of their team was evident in every interaction.”
—Client Representative
THE CHALLENGE
Transforming a complex ITSM experience into a seamless user journey
The client, a leader in higher education innovation, faced significant challenges with its existing IT service management (ITSM) processes. As one of the fastest-growing universities in the US, it needed an IT infrastructure that could scale with its growth while delivering a seamless experience for its diverse user base. However, the current ITSM platform was overly complicated, was difficult to navigate, and hindered users from accessing critical services efficiently.
The ITSM team recognized that these inefficiencies were not just operational bottlenecks—they directly impacted the student and faculty experience. Users struggled with limited searchability and usability within the service catalog, leading to increased reliance on administrative support for even basic tasks. This lack of personalization and accessibility also caused delays in resolving major incidents, further compounding user frustration.
The client’s goals were clear: simplify self-service processes, improve search functionality, and create a personalized experience for users interacting with ITSM. Without addressing these pain points, it risked falling short of its mission to provide unparalleled support to students and staff. The client needed a solution that would modernize its ITSM platform while aligning with ServiceNow best practices to reduce technical debt and enhance scalability.
THE SOLUTION
Modernizing ITSM with streamlined processes and automation
To address these challenges, the client partnered with Cask NX to implement a comprehensive modernization of its ITSM platform using ServiceNow solutions. The project focused on enhancing accessibility, usability, and efficiency while leveraging automation to reduce manual effort. Key components of the solution included:
- Improved service catalog usability: Cask NX redesigned the client’s ITSM service catalog to enhance searchability and streamline navigation. By creating standardized variable sets across new catalog items, the solution ensured consistency and familiarity for end users interacting with forms.
- Order guides for complex requests: To simplify multistep processes, order guides were introduced, allowing users to request multiple services through a single intuitive form. This approach reduced complexity while enabling scalability for future needs.
- Automation through Flow Designer: Transitioning from Workflow Editor to Flow Designer allowed the client to leverage ServiceNow’s latest technology for sustainable growth. Reusable components such as “Update Variable” and “Split RITM” automated repetitive tasks while aligning with best practices.
- Streamlined major incident management: By integrating Microsoft Teams into ServiceNow workflows, the client improved collaboration during major incidents. This integration enabled centralized management of incidents and faster resolution times by eliminating reliance on disparate platforms.
These enhancements not only improved user satisfaction but also optimized system performance by reducing custom fields by 30 percent. The solution empowered users to personalize their interactions with ServiceNow while minimizing dependency on administrative teams for support.
This transformation culminated in a successful go-live within just six months—an impressive timeline given the scope of changes implemented across the client’s ITSM infrastructure. The project set a strong foundation for future scalability and innovation within its IT ecosystem.
Understood our business requirements?
Communicated clearly throughout the project?
Positioned us to achieve our desired business outcomes?
Provided a high level of expertise in implementing our solution(s)?
Overall, how would you rate your experience on this project?
THE PARTNER EXPERIENCE
Collaboration that drives success
The partnership between the client and Cask NX was characterized by flexibility, expertise, and mutual respect. Despite initial challenges—including internal transitions within the client’s project management team—Cask NX demonstrated adaptability by pivoting seamlessly to meet evolving needs.
The client’s leadership praised Cask’s high level of collaboration throughout the project, highlighting the team’s professionalism and responsiveness at every stage. One manager noted that “Greg and the Cask NX team were incredibly understanding and flexible to the needs of [the client],” emphasizing how this collaborative approach contributed to the project’s success.
By cultivating open communication and aligning closely with the client’s goals, Cask NX ensured that every aspect of the solution was tailored to address specific pain points while delivering measurable results. This strong partnership laid the groundwork for potential future engagements as the client continues its journey toward IT excellence.
This transformation underscores how strategic partnerships can drive meaningful change in IT service delivery. By focusing on user-centric solutions and leveraging cutting-edge technology, the client not only resolved its immediate challenges but also positioned itself as a leader in higher-education innovation—empowering students and staff alike to achieve their goals seamlessly.
Associated resources
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