Why ServiceNow? How Does it Fit Within Sheridan’s Strategic Plan?

[updated: February 25, 2020]

ServiceNow offers an integrated set of customer-focused features that align with and support Sheridan's long-term goals.

Our previous toolsets – Cherwell, PeopleSoft CRM, ATS – have all served their purpose but as the demands of customer service and asset management continue grow, the tools we use must also evolve. Although each of these toolsets were functional on their own, there was very little integration between them, and all of them lacked service driven, customer focused features.

Prior to going to RFP for a new ITSM toolset last year, feedback was gathered from individuals across IT to find out people’s pain points and their desired outcomes for an ITSM solution. Based on that feedback, ServiceNow was selected as the platform that would best serve our needs.

ServiceNow provides a unified platform for Asset Management, Change Management, Incident Management, Knowledge Management, Problem Management, and Service Catalogue/Request Management. It provides digital workflows that create meaningful experiences for both service providers and customers. Performance analytics offer insights that promote action and ServiceNow service management also helps eliminate redundant processes for maximum efficiency.

Implementation Beyond IT

Beyond IT, ServiceNow also has cross functional capabilities, and could be used for HR, Finance, Legal, and Facilities Management, providing college users with a cohesive service platform. IT will be leading by example on this front, and it is our goal that other areas of the college will come on board following IT’s successful implementation of Service Now.

Alignment with Sheridan's Long-term Goals

Per Sheridan’s 2024 Strategic Plan, one of the five empowering enablers we will need to achieve the priority areas of impact laid out in the plan is to invest in a range of technologies that enhance the student experience and the capacity of faculty and staff to work effectively.
A comprehensive technology strategy will guide Sheridan to develop and invest in the most meaningful technology solutions that enable collaboration, learning, student experience, remote work and effective administration.

ServiceNow is certainly a technology solution that aligns with the goals of the plan. Its integrated toolset will enable employees to work more efficiently and collaboratively while providing our student and employee customers with meaningful and rewarding service experiences.