Service Management for the Entire Campus
Customer Service Management extends ServiceNow’s power beyond IT—to any department that serves students, faculty, or staff. Financial aid, registrar, bursar, housing, student affairs—all on one platform.
Why CSM for Higher Ed?
Students don’t care which department owns their problem. They just want it solved. CSM creates a unified service experience where any department can receive, route, track, and resolve requests through connected workflows.
Cross-Department Case Management
Financial aid questions, housing requests, parking appeals, registrar inquiries—all managed through a consistent, transparent process.
Multi-Channel Intake
Students can submit requests through a portal, chatbot, email, or walk-in—and every interaction feeds into the same case record.
SLA Tracking & Accountability
Measurable service levels for every department, with automated escalation when cases fall behind.
Agent Workspace
Staff across departments get a unified interface to manage their caseload, see student context, and collaborate across teams.
1
platform for all campus service delivery
50%+
reduction in email-based case management
360°
view of every student interaction