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Home | Agenda | Breakout Leadership

WED

Improving IT and Business Services at New York University
Vincent Hou,
Room : Starvine 6 and 7
Subject : Continual Service Improvement
Breakout : Leadership

New York University (NYU), a global research institution, decided to improve customer service from both IT and functional administrative units to faculty, staff, and students worldwide. After choosing ServiceNow as the underlying platform for service delivery and measurement and Fruition Partners and Accenture as implementation partners, NYU implemented three IT help desks with incident and request management in 4 months, and a decision support service center one month later. NYU is currently extending its ServiceNow deployment to support HR, Finance, and other service centers and service desks across NYU, and adding change and problem management for IT.

In this session, NYU will discuss the cultural shifts these efforts required, and how its functional service groups have begun thinking about business processes, knowledge, and metrics in new ways. NYU will also highlight the service improvements that have resulted from this complex project.