TLDR: AI project intake in higher education is the missing piece on most campuses right now. Every unit has an idea, the ideas arrive through whatever channel the requester has access to, and the institution has no queue to put them in. The reflex is either to approve everything and govern later, or to freeze everything behind an AI policy that is still being drafted. Both produce the same outcome, which is ungoverned pilots that surface at renewal. The alternative is a short

TLDR: ServiceNow Manager Hub higher education is the answer to the most overlooked persona on campus: the department chair. Chairs are scholars first, usually untrained in management, often in a rotating role they did not seek, and they are handed a mix of faculty, staff, adjuncts, and graduate students to manage with no system and no training. Manager Hub gives them one command center: approvals in a single queue, their team's onboarding, transfers, and exits in one view, te

TLDR: ServiceNow HR self-service higher education is how a small central HR team stops drowning in tier-one questions and how employees stop waiting three days for a thirty-second answer. Employee Center is the single front door. Virtual Agent and Issue Auto Resolution answer the routine questions instantly, Now Assist accelerates the team on what escalates, and AI Agents take action rather than just replying. All of it depends on one thing: a curated, grounded knowledge base

Drive attention, satisfaction, and belonging with ServiceNow Employee Workflows in Higher Education

TLDR: Most higher education ServiceNow instances drift after go-live. The instance you are running stops matching the platform you bought, and that gap has a name: platform debt. It is not a failed implementation. It is a balance you stopped servicing. This piece breaks down the six sources of platform debt, why higher education accrues it faster than almost anyone (four of the six causes are organizational, not technical), and how an Instance Health Assessment turns the prob

TLDR: ITSM Advanced for higher education is the operating model upgrade most R1 institutions are now provisioning into without a clear plan for what to actually do with it. ServiceNow renamed the ITSM tiers in late 2025. Standard, Pro, and Enterprise became Foundation, Advanced, and Prime. The new Advanced tier adds Major Incident Management, On-Call Management, Change Management, Problem Management, AI Voice Agents, Process Mining, Platform Analytics Advanced, and the Advanc

TLDR: FERPA and AI compliance in higher education sits at an underexamined intersection. FERPA was written for a paper-records world and last meaningfully amended in 2008. AI agents reading PDFs, combining classifications, shaping institutional decisions, and generating new records present four edge cases the statute does not directly address. This piece walks through each edge case using a real Bettera-built Student Agent processing a medical certificate as the worked exampl

TLDR: Now Assist in higher education AI governance is the conversation every CIO at a ServiceNow institution needs to be having right now, whether or not their campus has formally deployed AI. As of the April 9, 2026 ServiceNow commercial model announcement, AI is bundled into every tier of every ServiceNow solution. The AI already arrived with the existing investment. The question is no longer whether to procure Now Assist. It is whether the institution has the governance po

The ITSM Pro vs Standard decision is well-trodden in corporate IT. It takes a different shape in higher education. Federated IT means more agents per institution. Seasonal cycles mean ticket volume that triples in August and February. Annual budget cycles mean the upgrade math has to be defensible in a single fiscal year, not over a multi-year horizon. And the long-term modernization journey, which we walk through in our Pillar 6 piece on the ITSM modernization path, depends