AltiaTek helps Higher Ed Unlock Value and Efficiency with ServiceNow

As we step into 2025, it is anticipated that colleges and universities will face growing financial constraints due to declining enrollments and intensifying competition from online education providers. In this demanding environment, higher education institutions are finding that strategic and effective investments are not optional—they are essential. With this in mind, AltiaTek and ServiceNow offer game-changing solutions to foster resilience, accelerate digital transformation, and increase efficiencies within the higher education sector.

Addressing Core Challenges in Higher Education

The modern educational landscape presents key issues such as student loan repayment complications, reduced budgets, and shrinking student populations. Institutions have departments that are often siloed, leading to fractionalized spending and ineffective and unnecessary system duplication. For many prominent organizations, years of decentralized procurement have resulted in redundant hardware and software spend, and disparate tools and teams to serve the end users. To combat these challenges, a unified and streamlined approach to IT management and operations is necessary.

The Power of a Single ServiceNow Instance

Transitioning to a single ServiceNow instance allows universities to streamline operations, integrate with existing systems like ERPs and HR, and manage requests more efficiently. This integration not only simplifies campus operations but also makes processes more transparent and accessible for students, faculty, and staff. Users across campus should be able to initiate a request in a single place and received service in a consistent and transparent manner. Orchestration of processes in other systems can be enabled through Integration Hub, allowing ease of integration with the ServiceNow platform.  

Strategic Investments with ServiceNow

By investing in the ServiceNow platform, higher education institutions can unify their disparate IT systems into a single workflow platform. This consolidation reduces costs, enhances efficiency, and paves the way for a seamless operational environment. Tools such as FSM (Field Service Management) and CSM (Customer Service Management) help institutions emphasize end-users and ensure they receive prompt, high quality service. Recent analysis shows that request “ping pong” commonly plagues universities, as requests are often misassigned or fulfilled in different tools. It’s not atypical to find requests or incidents that change hands 2-5 times before the issue is finally resolved to a client’s satisfaction. ServiceNow, through Advanced Work Assignment, easy to configure Agent Workspaces, and class-leading workflows can reduce mean time to resolution.

Eliminate request “ping-pong” and ensure end-users receive prompt, high-quality service.

Self-Service and Omni Channel Support  

In addition to providing a single tool for request fulfillment, ServiceNow should be the one-stop shop for self-service. Use of knowledge articles, topical landing pages, virtual agent, and other tools help student, faculty, and staff turn more quickly to self-service. Adoption of self-service tools is foundational to improving employee satisfaction and deflecting incident volumes. Furthermore, ServiceNow’s integration of AI tools can help identify and even generate new knowledge articles to encourage incident and request deflection.

Enhancing Campus Operations

AltiaTek’s expertise in ServiceNow extends beyond traditional IT tasks. The platform also supports human resources, facilities management, and even booking space on campuses. For institutions striving to expand their online presence, branded Customer Service Management (CSM) portals created within ServiceNow can enhance student engagement and streamline processes. Recent advances in the Workplace Service Delivery (WSD) application offer campus facilities teams even more reasons to embrace the ServiceNow platform. By using WSD, students and staff can reserve spaces across campus with ease from a one-stop portal. Recurring space management activities and planned maintenance tasks can reduce costs significantly; by leveraging ServiceNow, some colleges have been able to sunset disparate facilities management software. This allows for cost reduction to happen at the same time as improving orchestration of tasks that involve Facilities plus IT and other departments.

Agile Methodology and Customer Care

AltiaTek employs Agile methodology to keep customer needs at the forefront. The approach emphasizes continuous improvement and adaptive planning, leading to enhanced customer satisfaction and project success. This methodology, combined with high-performance teams and robust ServiceNow tools, translates into superior service experiences for educational institutions.

Optimizing Talent with AltiaTek

AltiaTek leverages top-tier developer talent from Honduras, benefiting from geographical proximity to the U.S., a significant pool of English-speaking professionals, and high educational standards. Jeff Pappas, Senior Managing Director at Newmark, recently highlighted that Honduras has the highest English proficiency among Spanish-speaking Central American countries and ranks third in all of Latin America, just behind Suriname and Argentina. Unlike other tech developer companies, who frequently shuffle professionals between projects, AltiaTek focuses on organically growing talent through rigorous certification programs that create high-performance teams.

Nearshore Advantages of Honduran Talent

Offshoring is not just about cutting costs; it's about adding value. Honduras presents an appealing nearshore solution due to its cultural affinity and time zone alignment with the U.S. This proximity ensures real-time collaboration and high-quality service delivery. Moreover, the Honduran workforce is known for its dedication, service orientation, and lower defect rates, further enhancing the value proposition.

Driving Transformation and Efficiency

Ultimately, the partnership between AltiaTek and ServiceNow empowers higher education institutions to find a way to navigate financial hardships and operational challenges effectively. By unifying platforms, streamlining operations, and leveraging high-quality talent from Honduras, universities can achieve economies of scale, reduce costs, and vastly improve the experiences of their students, faculty, and staff. The result is a more adaptable, efficient, and value-driven educational environment that is ready to face the future.

Ready to transform your institution and unlock new efficiencies? Book a meeting or Contact us today to learn how we can help your higher education institution thrive in an increasingly competitive landscape. Let’s build a smarter, more resilient future together.