The University of Reading is replacing its legacy IT service management platform with ServiceNow as part of a wider Enterprise Service Management programme that will create a single digital gateway for staff and students.
The University of Reading is embarking on a major Digital Transformation programme that will unify IT and professional services through a new ServiceNow-based Enterprise Service Management (ESM) platform.
The initiative aims to replace fragmented support systems with a single digital ‘front door’ where staff and students can request services, access knowledge resources and receive support across multiple university departments. The programme builds on the university’s five-year Digital Strategy, first introduced in 2022.
ServiceNow was selected following market research and sector-wide benchmarking, with the university citing its widespread adoption across higher education and its ability to support standardised, service-centric workflows. Rather than developing bespoke functionality, the University of Reading is adopting an out-of-the-box implementation approach to simplify future maintenance, upgrades and long-term costs.
The transformation follows the successful launch of the university’s ServiceNow-powered Student Portal in 2025. The next phase will replace the existing TopDesk IT service management platform by September 2026, introducing incident, request and change management alongside improved operational reporting and a new Employee Center for staff.
A second phase, planned for early 2027, will expand the platform to include hardware and software asset management, enhanced self-service capabilities and AI-powered experiences.
University leaders say the ESM programme is designed to improve the consistency and quality of services while increasing automation, reducing repetitive administrative tasks and providing better data to support continuous service improvement.
Future phases will progressively onboard additional professional services over the next two to three years, creating a single enterprise platform for digital support across the university.
