The paper revisits the outbreak of COVID-19 in Italy and particularly in Lombardy region, the first and initially most severely affected area among western countries. First, we provide an overview of the impact of the pandemic in the country and in the region, mentioning the turning points and the main effects on the national and local economy. Second, we focus on the impact in the educational sector, by describing an overview of the university's activities and reporting the actions undertaken by our home university, Politecnico di Milano, a technological university located in Milan (Lombardy region). We report the activities during the three main stages of the pandemic: the reaction, the management of the emergency and the planning of the new normality. Finally, we provide considerations on the main elements emerging from our commentary, showing the prominent roles of governance and communication in ensuring continuity for students, support for faculty and the redesign of services for the administrative staff. A student-centric approach and a high engagement of the entire community are the main elements that brought together the organisation to face the emergency and plan for the future, where the digital and physical layers coexists.