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NCSU modernizes HR and business processes with ServiceNow ITSM Virtual Agent, increasing visibility and cases by over 150%


change process

150% increase in cases, leading to greater visibility


roadmap development

Complete roadmap through phase 4 planned


Shift from Service Portal to Employee Center

Out-of-box HR essentials implemented

THE Client

Educating students through ground-breaking research

North Carolina State University (NCSU) is the largest university in the Carolinas. Founded in 1887 and located in Raleigh, North Carolina, the public research university educates over 34,000 students, offering more than 100 undergraduate majors and over 200 master’s and doctoral programs, as well as innovative research opportunities.

“Cask blew me away. Interactions with the team—even from the beginning—were amazing. They understood our goals and took the blindfold away quickly, showing us exactly what our results could look like. They had us hooked immediately.”

Ryan Bernarduci,
Director of HR Information Management and Analytics,
North Carolina State University


the challenge

Outdated business processes lacking dynamic abilities

In 2017, NCSU lacked the modern business model it needed to provide dynamic solutions and gain visibility into its processes. They brought on ServiceNow ITSM to provide the foundation they needed to modernize at scale. “It was the perfect opportunity to say, ‘Let’s start doing this,’” says Ryan Bernarduci, director of HR information management and analytics at NCSU. “We were ready to focus on ServiceNow and get the MVP version of the platform to achieve what we needed.”

Among NCSU’s most important priorities were building out a service center and reducing the everyday emergencies consultants faced. When the HR department specifically needed a partner to help with ServiceNow, it wasn’t immediately clear they were going to work with Cask, even though the team was already on campus.

“I wanted to research partners before diving in,” says Bernarduci. “But once I met with Cask, I was blown away. Interactions with the team were amazing from the beginning. They understood our goals and took the blindfold away quickly, showing us exactly what our results could look like. They had us hooked immediately.”


Providing visibility and support with ServiceNow ITSM

Beyond simply implementing a system, Cask worked with the HR department to fully understand the change management process, pulling the hood back to provide sufficient visibility into its needs and challenges.

“Now, anything related to HR functions, there’s a process there,” Bernarduci says. “Our relationship with Cask has been much more than just ‘Help me implement this.’ They’ve helped us with everything from change management to roadmapping, even going so far as to prepare us for how solutions could grow over time.”

Best of all, the NCSU team has far greater visibility into its end users’ needs. Before, they had little insight into how users needed support—let alone how to best provide it to them. Manually sorting through emails and Excel files to track requests meant resolution was error-prone and slow, putting case resolution quality and accuracy at great risk.

Working with Cask to implement ServiceNow, NCSU can now offer users a faster, easier, and more reliable way to submit requests while being able to have full confidence that requests will be resolved in a timely and accurate manner.

“Although we haven’t even formally launched HR NOW yet, our cases are already skyrocketing,” says Bernarduci. “They have increased by 150%, allowing us the essential process visibility we needed to track progress and provide excellent experiences.”

Adapting from manual, labor-intensive, error-prone processes to automated results, NCSU has prevented requests from falling through the cracks, providing better experiences for users and staff.

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What Is Your Favorite Part about Working with Cask?

“Their sense of humor. We all get along very well. Even when things go sideways, there’s always a way to laugh about it and fix it. They have a way of putting us all at ease.”


Greater Visibility in Cases



NC University

Balancing the human piece and technology

As a university supporting tens of thousands of students, NCSU must strike a balance between providing both the human side and sufficient technology. “Our goal here at NCSU is to provide more solutions and opportunities to people, not take things away from users,” Bernarduci says. “Because of this, we need to plan ahead for our long-term goals. With Cask, we’ve planned everything out through phase four, which will involve moving past the HR department and including project management.”

Group of professionals - ServiceNow ITSM, Virtual Agent

What is ServiceNow ITSM?

Deliver excellent workflows for your IT department that increase productivity and create seamless employee experiences—in every location—with powerful capabilities, including the following:

  • Incident Management
  • Virtual Agent
  • Predictive Intelligence
  • Change Management
  • Problem Management
  • And More!

With ServiceNow ITSM delivered by Cask, you can access best practices that extend the value chain to your customers through end-to-end processes and services. Take your ITSM to the next level with Cask’s comprehensive methodology.

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Let’s Innovate Together!

Request a complimentary consultation from Cask

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Your journey to innovation is just a click away. Schedule your meeting with our Cask advisors and become part of the success story that defines your organization’s future.

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