Revolutionizing User Experience through Proactive and Automated IT Support at NTU Singapore
- Customer
- Nanyang Technological University
- Project manager on the customer side
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- Year of project completion
- 2025
- Project timeline
- July, 2024 - November, 2025
- Project scope
- 3000 man-hours
- Project Description
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The Day the Lecture Didn't Stop
As the Professor focused on her upcoming lecture, she felt an unusual calm. Unbeknownst to her, the NTU IT team had already used monitoring dashboards to proactively detect and fix a subtle technical issue with the monitor before she even arrived at her class, ensuring a smooth start.Later, during a tutorial, a student fumbled with the touch panel. "It's not connecting to my laptop," she muttered. Remembering the new self-help portal, the Professor guided her through the on-screen troubleshooting steps. Within seconds, the student's presentation appeared on the screen. "Wow, that’s easy!" she exclaimed. Word spread quickly. Students and faculty alike were discovering the ease of self-service. The support tickets, once a flood, had dwindled.The team has significantly reduced user-experienced downtime by implementing a multi-layered approach. Starting with pre-emptive overview dashboards, they actively monitor AV systems in common teaching areas, identifying and resolving potential issues before they impact users. For users who encounter issues, the team introduced self-help portal integrated into tutorial rooms touch panels, empowering users to resolve common problems independently and reducing support tickets by 10%.
Even when a power surge affected several rooms, the dashboards showed a widespread issue . But the team was ready. Technicians were dispatched, one wearing Meta Glasses, receiving real-time visual guidance from a senior specialist back at HQ. A student remarked, "They were here in no time... and fixed it before our next class!"
Expert remote assistance through Meta Glasses enables field engineers to receive real-time guidance from specialists. This innovative use of technology ensures faster and more effective problem resolution. As a final tier, location-based QR codes in 275 teaching spaces provide instant access to fast-track IT/AV support, ensuring minimal disruption. This proactive approach ensures that even when downtime occurs, the team maintains sufficient capacity for rapid resolution.
The team has also revolutionized service request handling through automated service catalogues. These catalogues enable straight-through IT delivery for common requests, significantly reducing response times. When incidents are raised, the system leverages templated responses and AI-generated recommendations, providing efficient and accurate support.
NTU Singapore's integrated IT support system, is accessible through the Service Desk Hotline, online ServiceNow forms (via the NTU website), and the "ASK IT @ ServiceNow" platform, offers 24/7 support for the entire 350K NTU community. This system leverages responsive templates and AI-powered IVR, another first in Singapore IHL landscape.
This ecosystem was built and operationalized by our Digital Foundry, an internal program that upskills our staff to become innovators. This human-centric approach, combined with a "Self-Efficacy" program , ensures our staff have the empathy and confidence to manage the complex human interactions that technology cannot.
- Additional presentations:
- Global CIO 2025- Supporting Documents 05 Nov 2025 v1.pdf
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