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Improving Service Delivery Across Campus: UCLA’s Digital Adoption Transformation
To better support students, faculty, and staff, UCLA embedded real-time guidance into its most-used systems. With Apty, they reduced training time, improved support ticket resolution, and made operational processes more efficient across campus.
The Challenge:
UCLA’s IT and operations teams manage critical campus-wide systems such as ServiceNow, Clarity PPM, and Tableau. But a steep learning curve, frequent updates, and a highly diverse user base created challenges in adoption. This slowed down ticket creation, delayed training outcomes, and limited the university’s ability to standardize operations across departments.
The Apty Shift:
UCLA selected Apty to provide in-system guidance and accelerate digital adoption across their ecosystem. The implementation focused on:
- Contextual guidance for ITSM tools like ServiceNow
- Reducing time-to-productivity for new hires
- Helping staff adopt standardized processes without formal training
- Creating a unified experience across academic and operational units
The Outcomes:
- Faster onboarding for staff across departments
- Reduced time spent navigating support processes
- More consistent process execution in applications like Clarity PPM
- Fewer “how-do-I” tickets and less support team burden
- Stronger service delivery during academic peak periods
”By providing guidance at the point of need, we’ve significantly improved process adoption and allowed our teams to focus on supporting UCLA’s academic mission rather than struggling with complex applications.
— IT Transformation Leader, UCLA
Want to see how?
Download the full case study to explore how UCLA simplified adoption across 50,000 users.