success story

Transforming business processes through ITSM Upgrade at NYC Public Schools

ServiceNow automation streamlines NYC Public Schools’s asset management and support, delivering instant assistance.
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the challenge
The agency's business needs evolved over the past two decades, however its IT support landscape grew incrementally, leading to fragmentation and a lack of cohesive IT support strategy. The shift to remote learning during the COVID-19 pandemic in spring 2020 further accelerated this fragmentation. To tackle this, the agency sought to overhaul its legacy ITSM platform, Cherwell, and streamline its business processes.
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the solution

Nagarro collaborated with NYC Public Schools to implement ServiceNow’s ITSM, IT Service Management, Asset Management, and Business Management modules as part of their modernization initiative. The key highlights of the solution include:

 

  • A 24*7 enterprise helpdesk with AI-powered chatbot and voice bot support
  • A public-facing customer support portal for over 3 million users to track the ticket lifecycle
  • An agency-wide knowledge base leveraging ServiceNow Knowledge Management
  • Cherwell (legacy ITSM platform) to ServiceNow migration, transferring over 5 million assets and 250+ processes
  • An Asset Portal (using Service Portal) for school SPOCs to help with distributed asset management
  • Integration with over 50 different applications and databases, including internal systems, other city agencies, including NYCHA, and third-party applications
  • Process re-engineering, including business-critical initiatives such as catalog restructuring and consolidation
  • Comprehensive reporting and analytics
  • Training for over 1,000 users through various online and offline formats

 

Overall, the ServiceNow solution delivered scalable IT service management to over 250K staff and 3M students and parents. The solution significantly reduced device-related issues and streamlined departmental workflows. Furthermore, automated procurement and change management, driven by efficient integrations and knowledge resources, further enhanced efficiency.
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the outcome

The new system developed using ServiceNow automated the asset management process for the agency, delivering enhanced transparency in distributed hardware tracking for students and staff. This also drives efficient inventory management, leading to streamlined procurements and disposals.

 

The AI-based bot empowers students and their families by providing round-the-clock assistance. As a result, the waiting time at the helpdesk has reduced from several minutes to seconds, significantly reducing the number of callbacks needed.

 

Optimized business processes have resulted in the creation of precise reporting and visualizations, driven by clear and accurate data.