Go live - ITSM implementation at Wageningen University & Research (WUR)

Nally de Waal
2 min read

Recently we celebrated the Go Live of our project at Wageningen University & Research (WUR). For this project the objective was to replace Planon with ServiceNow for all the ITSM processes.

▶ Challenge

  • Creating a centralized entry point for all related requests, questions and forms through a Service Portal.
  • Adding knowledge articles to the Service Portal so that employees and students can easily find relevant information.
  • Providing a Service Catalog which creates clarity and is the basis for fulfilling requests.
  • Streamlining and standardizing the flow of the requests and questions giving insight of the outstanding requests and workload.
  • Creating an experience that is built around the end-user.

▶ Solution

  • Implement ServiceNow with out-of-the-box ITSM
  • Helping and coaching teams understanding and improving their current ITSM set-up.
  • Sharing knowledge with teams on how to work with CMDB and ServiceNow tooling via awareness sessions, hands-on work sessions, reference guides and process documentation.

▶ Results

  • All employees and students are using the ServiceNow portal to log incidents and start a request.
  • A one stop shop to find internal and external knowledge articles, order items from the catalog, report incidents, ask questions and interact with a virtual and live agent.
  • Several intergrations to make the processes more efficient; for example integration for uploading location information on the WUR campus, cost centers and handling automated changes.

▶ Next steps

  • Using Scrum/Agile approach to expand and improve the ITSM functionalities and processes.
  • Phase two of the project will include the following functionalities: 
    • ServiceNow Agent en Now Mobile apps

    • IT Operations Management - implementation of the Agent Client Collector on end-user-devices and servers

    • Software Asset Management

    • Contract Management

    • Integration with Active Directory, MS Teams and other case specific tooling



Go Live WUR moment



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