The Division of Marketplace, Science, Electrical power and Means (DISER) has come to be the initially federal govt company to apply ServiceNow at the secured-level.
ICT Operations Department typical manager Steve Stirling unveiled the assistance administration transformation at the ServiceNow Awareness 2022 conference in Sydney.
Utilizing the ServiceNow Protected Platform hosted on Microsoft Azure, DISER automated support administration for its much more than 4000 workers in two phases final calendar year, starting up with inside IT support administration (ITSM).
“We targeted on an ITSM implementation initial. We began that undertaking in July 2021 and went are living in September 2021,” he stated.
“The 2nd tranche went live right across the entire organisation, like ITSM and a array of company services in December 2021.”
Corporate products and services include things like procurement, finance, payroll requests, legal services and interaction guidance.
Ditching “pre-legacy” for new
Operating with Deloitte and Canberra-based BT Automation as implementation associates, Stirling mentioned DISER took the choice to swap a “really aged ITSM tool”.
“This was practically like a pre-legacy program – it experienced been in spot… because the early 2000s and was a rudimentary ticketing tool,” he stated.
“So, what we definitely ended up hunting at were being ways to provide operational efficiencies and enhancements for our personnel to interact with company transactions.”
Stirling reported that right before ServiceNow staff members weren’t always guaranteed “whether to select up a mobile phone and ring someone, go to our intranet… or… consider locate an individual to help them [in-person].”
“There was this pretty disparate guidance procedure across the organisations for IT and then a unique 1 for all other interactions,” he stated.
“So, bringing them together, from a personnel associates point of view, gave them a single put to go for… interacting with all corporate and IT services.”
Stirling also mentioned that although the platform had only been up and functioning for a handful of months, DISER is “seeing some seriously early benefits”, like releasing personnel for other employment.
“[There are] efficiencies in terms of the workforce of people today who experienced to triage jobs that were being lodged in our aged provider administration instrument, or via a cell phone call – that all happens instantly now, so we’ve attained some rather important staff members price savings, which has freed those people folks up to transfer to larger value-increase activities.”
DISER has also retired a sequence of mailboxes formerly applied to regulate interactions with employees, and is now on the lookout to conversation and integrations with 3rd-celebration items.
In March 2022 on your own, there were being extra than 6500 self-assistance requests, with electronic mail requests slipping to just 164. There have been also 500 virtual agent conversations.
DISER is now wanting at a variety of interactions and integrations with 3rd-occasion products to automate HR and payroll work.
Paving the way
Stirling reported that while some “network jiggery pokery” was essential to get the system up and jogging in DISER’s ecosystem, there weren’t any “particularly challenges”.
“We form of paved the way for other organisations, so there are lots of learnings that have been reached as section of our implementation,” he explained.
Nonetheless, DISER also underestimated the “significant application” of the system in areas other than ITSM.
“We most likely did not do that very well at the start. We were being additional centered on retiring our legacy process and modernising our ITSM strategy,” Sterling said.