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Transforming Service Delivery with ServiceNow – The Launch of Connect
Alignment to PS Vision and Values:
Introduction and background: The University of Manchester embarked on a transformational journey to modernise the IT and customer service management processes.
Prior to the implementation of ServiceNow, service management was hindered by inefficient legacy systems, manual workflows, and fragmented service delivery, resulting in delays, inconsistent user experiences, and high operational costs.
The Connect platform was introduced as a centralised digital service hub to unify IT service management (ITSM), customer service management (CSM), and security incident response (SIR) under a single, scalable platform. The initiative aimed to enhance operational efficiency, improve user experience, and lay the foundation for future digital transformation.
Challenges
Before the implementation of ServiceNow, the University faced several key challenges:
- Disjointed systems: IT and customer service teams worked across multiple outdated platforms, leading to duplication of effort and inefficiencies.
- Slow response times: The lack of automated workflows meant prolonged ticket resolution times and inconsistent service levels.
- Poor visibility and reporting: Decision-makers lacked real-time data insights to monitor and improve service performance.
- Limited self-service options: Staff and students relied heavily on manual interactions, increasing pressure on IT and support teams.
- The successful implementation of Phase 1 of ServiceNow was critical to overcoming these challenges and enabling a modern, agile, and user-centric service model.
Objectives
The project set out to achieve three key objectives:
- Enhance Operational Efficiency – Automate and streamline service workflows to improve response times and reduce manual effort.
- Improve User Experience – Provide a self-service portal (Connect) with intuitive design and seamless access to IT and customer services.
- Establish a scalable digital platform – create a foundation for future enterprise-wide expansion of ServiceNow across HR, student services, and beyond.
Approach and challenges
Methodology and Implementation
The project followed an Agile delivery approach, ensuring iterative improvements, early stakeholder engagement, and faster time-to-value. Key steps included:
- Stakeholder collaboration: Extensive engagement with IT Services, customer service teams, and university leadership to align the platform with institutional needs.
- Process optimisation: Mapping and refining existing service workflows to ensure maximum efficiency post-implementation.
- Training and adoption: Comprehensive training for service desk analysts, champions, and key stakeholders to drive effective adoption.
- Phased go-live: A structured two-phase rollout to minimise risk and allow controlled transition to the new platform.
Challenges & Solutions
| Challenge | Solution |
|---|---|
| Resistance to change from teams accustomed to legacy systems. | Dedicated change management support, including engagement sessions, live demos, and ongoing support. |
| Ensuring system stability and scalability for future expansion. | Extensive User Acceptance Testing (UAT) and post-go-live hypercare support. |
| Lack of familiarity with ServiceNow among non-technical users. | Bespoke training materials, including video tutorials and job aids tailored to the university’s instance. |
Outcomes and Key Learnings
Key Results
- Enhanced User Experience: Over 10,000 users accessed the Connect portal within the first three months, with positive feedback on usability.
- Improved data visibility: Real-time dashboards provided leadership with actionable insights into service performance and trends.
- Cost savings: The adoption of an Agile delivery approach saved the university £1.5 million compared to a traditional waterfall implementation.
Key learnings
✔ Early stakeholder engagement is crucial – Involving service teams from the outset ensured smoother adoption.
✔ Agile delivery drives success – Continuous iteration allowed the team to refine the platform based on real-world feedback.
✔ Training and change management must go hand in hand – Empowering users with knowledge ensured higher adoption rates.
Equality, Diversity & Inclusion (EDI) considerations
The implementation team prioritised accessibility and inclusivity to ensure all users could engage with the platform effectively:
- Accessible design: The portal was configured to be compatible with assistive technologies, including screen readers.
- Diverse User Testing: Stakeholder groups included staff and students with disabilities to identify and resolve potential accessibility barriers.
- Training for all abilities: Training materials were designed in multiple formats, including easy-read guides and video walkthroughs.
Feedback and Testimonials
PJ Hemmaway, CIO, University of Manchester
"The ServiceNow team delivered a transformational platform that will drive innovation across the university. Their Agile approach set a new standard for service excellence."
Dan Vincent, Engagement Manager, ServiceNow
"This is one of the most impressive project teams I’ve worked with—truly committed, collaborative, and focused on delivering meaningful change."
Service Desk Analyst, UoM
"The new system is a game-changer! I can resolve tickets much faster, and the user experience is so much better than before."
Conclusion and future plans
The successful delivery of Phase 1 has positioned ServiceNow as the digital backbone of service management at the University of Manchester. The platform is now being expanded to include HR Service Delivery (HRSD) and additional student support services.
With a strong foundation in place, the university is committed to continuous improvement, ensuring the platform evolves to meet the changing needs of students and staff.
Next steps:
- Further automation of service processes
- Expanding ServiceNow across HR and student hubs
- Continuous feedback loops to enhance user experience