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IT@UMN Realizes Savings in ServiceNow, Reinvests in the University

The University's IT community (IT@UMN) recently completed an effort to optimize its use of ServiceNow, an online tool for managing service requests and workflows, which will save the University an estimated $750,000 over the next two years. OIT will reinvest the savings in services that will have a more positive impact on the University, most notably, by increasing the central helpdesk capacity to support nearly all colleges and administrative units.

The University uses ServiceNow as a way to track calls to 1-HELP and emails to help@umn.edu. It has become a widely-used tool for IT@UMN to provide timely and appropriate service to meet a variety of student, faculty, and staff IT-related needs.

However, recent changes to ServiceNow's licensing model would have substantially increased the University's financial investment in the tool, without adding additional value. OIT took this as an opportunity to eliminate licenses where access is not needed.

IT Service Director Larry Storey led the charge, setting an aggressive target for OIT and asking the rest of the University to match the pledge. Storey's team eliminated the need to have a license to approve requests, created alternative methods to view and assign tickets, and provided process demonstrations to IT leaders across campus. In just under a month, IT@UMN reduced overall usage of the tool by nearly 50 percent.

"This was not an easy task," said Vice President and Chief Information Officer Scott Studham. "But IT@UMN came together and we were able to create substantial savings for the University. I'm pleased with what was accomplished in just a few short weeks."