Helping higher education unlock more from ServiceNow

Meeting the evolving expectations of higher education

Higher education continues to face significant change, particularly in how services are delivered and experienced across institutions.

Students and staff now expect seamless, responsive, and accessible digital services across every touchpoint, from IT and HR to estates, libraries, and student support functions. At the same time, universities are balancing these expectations with increasing operational complexity and continued pressure to deliver more with constrained resources.

In this environment, ServiceNow plays a critical role in helping institutions unify service delivery. However, the opportunity is no longer just about consolidation, it is about optimisation. Specifically, how institutions can use automation, AI, and connected workflows to reduce friction and improve the quality of service experiences.

Bringing deeper capability to ServiceNow transformation

NewRocket is an AI-first ServiceNow Elite Partner with a strong track record of helping organisations move beyond platform implementation and into true digital transformation.

Their expertise lies in applying intelligent automation and AI-driven insight to complex service environments, enabling organisations to create more connected, efficient, and user-centred digital ecosystems.

For higher education institutions, this approach is particularly relevant. University environments are inherently complex, with multiple systems, departments, and service models operating in parallel. The ability to simplify these environments while improving visibility and responsiveness is increasingly important.

This is where the combination of Phoenix Software and NewRocket creates real value.

What this means for universities

By working together, we are better positioned to support higher education institutions in accelerating their ServiceNow journeys and maximising the value of their investment.

This includes helping universities to:

• Enhance the quality and consistency of student and staff services across departments
• Improve operational efficiency across IT, HR, estates, and academic support functions
• Reduce reliance on manual, repetitive processes through intelligent automation
• Improve access to actionable insight, supporting faster and more informed decision-making

These outcomes are not simply about technology enablement. They reflect a broader shift in how universities are thinking about service delivery, moving towards more integrated, data-driven, and user-focused models.

Strengthening long-term value from ServiceNow

At Phoenix, our focus has always been on ensuring that technology delivers meaningful, long-term value for our customers. In the context of ServiceNow, this means supporting institutions not only at the point of implementation, but throughout their ongoing journey of optimisation and expansion.

This partnership strengthens that capability. By combining our experience in supporting the UK higher education sector with NewRocket’s deep technical expertise in AI and ServiceNow, we are better placed to help institutions continue to evolve their digital services in a sustainable way.

Looking ahead

Higher education is a sector that continues to demonstrate innovation, resilience, and ambition in its approach to digital transformation.

We are excited about the role this partnership will play in supporting that progress. Together with NewRocket, we will help institutions build smarter, more connected service environments that improve efficiency while enhancing the experience of those who rely on them every day.

Most importantly, we remain focused on outcomes, ensuring that ServiceNow continues to deliver tangible value across the higher education landscape.