For those in HE - I’m curious who is using the product outside of centralized IT. Like, is anyone using it for student success? Advising? Orchestrating all of the student data and workflows between systems?
The world loves ServiceNow for ITSM - but who is thinking broader in HE? Would love to hear and sync on it for ideation
I know there are a lot of portal products out there - but specifically when it relates to these two platforms (which are heavily used across Higher Ed), who is using what platform for different portals (student, employee, alumni)?
My guess is mostly Salesforce … but also curious for those who may have had experience using BOTH in their careers and what are pros / cons you see??
I’m at Knowledge26 - obviously lots of AI in the agenda.
I’m curious if ServiceNow practitioners are using AI to help them configure / build just yet? If so - what are your preferred tools?
There’s growing pressure from CFOs and boards to justify enterprise platform spend in an already resource constrained environment. But most higher ed IT shops don’t have a value framework in place before go-live, let alone a cadence for tracking it after. Are schools being pushed to produce metrics retroactively?
And if so, what are they actually measuring: ticket deflection, time-to-resolution, FTE savings? Or is it still mostly vibes and anecdotes? Would love to hear from anyone who’s had to sit in front of a CFO and defend the spend.