Federation University

Solution

Federation University had a small service desk and phone-heavy support model, which kept self-service low and made it harder to launch new digital services quickly. Federation University implemented a ServiceNow-centered stack built around IT Service Management, Virtual Agent, and Employee Center. Key components included IT Service Management standardizes incidents and requests; Virtual Agent handles conversational self-service; Employee Center provides a single employee portal. The stack also connected SharePoint and Microsoft Teams so the workflows could reuse existing records, documents, and collaboration channels instead of forcing teams back into manual handoffs. Requests enter through Virtual Agent and Employee Center, and uses context from SharePoint and Microsoft Teams before IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.

Data flow

Requests enter through Virtual Agent and Employee Center, and uses context from SharePoint and Microsoft Teams before IT Service Management routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.