Recognized for its practical, applied education, the British Columbia Institute of Technology (BCIT) recognized that it needed to modernize and scale its support services to meet the needs of a growing and complex client community. From March to December 2024, BCIT undertook a transformative journey to implement a cloud-based Enterprise Service Management (ESM) platform, migrating from the legacy Cherwell ticketing tool to ServiceNow. This initiative aimed to unify service and support services across the institution, enabling departments beyond IT—including HR—to deliver seamless, efficient, and transparent services to students, faculty, and staff.
In this session, BCIT will share stories from its initial journey, highlighting the challenges faced, the solutions implemented, and the outcomes achieved. Learn how BCIT reduced average incident lifecycles by 76%, increased self-service adoption by 400%, reduced technical debt, and saved over $53,000 annually with additional cost savings expected to grow as the platform matures.
This presentation will discuss how BCIT tackled challenges like improving collaboration across organizational silos, automating complex workflows, and reducing inefficiencies caused by fragmented systems. Through new technologies and process changes, the session will explore how BCIT approached addressing specific problems, such as delivering consumer-grade service experiences, enabling 24/7 self-service options, and managing growing ticket volumes, all while achieving measurable outcomes.
The presentation will also discuss the goals driving this transformation—such as fostering transparency, automating manual processes, and enhancing the user experience—and highlight lessons learned. Attendees will also gain insights into new procurement pathways available for ServiceNow, ensuring easier and faster access to cutting-edge technology.
Join us to explore how BCIT’s journey can inspire your institution to unlock the full potential of ESM. Ample time will be reserved for an interactive Q&A to address your unique challenges and objectives.
Manager, Service Management, British Columbia Institute of Technology
Hoby has worked in various roles at BCIT leveraging his technology and business backgrounds to improve processes, lead projects, and increase value delivered to stakeholders. He is passionate about improving the way we work, learn, and live.