Platform Strategy

TLDR: ITSM to CSM in higher education is the single biggest leverage move in the ServiceNow lifecycle for an institution that has earned it. Most higher ed institutions know in theory that ServiceNow extends beyond IT into student services. Very few know how to read the signals that say their institution is operationally ready. The institutions that succeed do not extend ServiceNow because a vendor demo makes it compelling. They extend because their ITSM operation has produce