ServiceNow Implementation for an Australian Government Entity

Streamlined ITIL process to facilitate a successful ServiceNow implementation


Australian Government Entity

  • ServiceNow implementation
  • Re-design and implementation of ITIL processes
  • Organisational change management
  • IRAP Assessment
  • Managed Services

  • ServiceNow ITSM including:
    • Customer Portal
    • Service Catalog and Request Management
    • Incident Management
    • Problem Management
    • Change Management
    • Knowledge Management
    • CMDB
  • ServiceNow IT Asset Management
  • Integrations with third-party products

2 years

The Challenge

The IT service desk team was using a legacy ticketing tool, resulting in manual overheads and failure to meet key KPIs. The client faced several challenges:

  • Data migration from the legacy ticketing tool to ServiceNow
  • Re-design and implementation of IT processes
  • Enhancing the efficiency of inter-process interactions
  • Improving CSR and IT service delivery KPIs
  • Establishing a change advisory board and change management processes
  • Training users to promote the adoption of the ServiceNow ITSM platform

The Solution

Gibson Quai International (GQI) initiated the programme by streamlining ITIL processes and operations, followed by the tool's implementation. Key highlights include:

  • Successfully implemented ServiceNow as the new ITSM platform
  • Migrated tickets from the legacy ITSM platform to ServiceNow with no user downtime and minimal support staff intervention
  • Improved IT Process Maturity score from Level 0 (Absence / Chaos) to Level 3 (Defined / Proactive)
  • Increased the percentage of incidents resolved within SLA from 76.04% (below KPI) to 98.84% (above KPI)
  • Implemented ISO9001 structure for ICT documentation
  • Maximised platform investment by rolling out new features introduced by ServiceNow version upgrades
  • Established ITIL processes and conducted extensive training for service desk, support teams, and end-user trainers
  • Managed, developed, and delivered improvement initiatives within the ServiceNow platform
  • Provided ongoing administration and support for the ServiceNow platform
  • Integrated with Microsoft services such as Teams, Search, Defender, Intune, Azure AD, AvePoint, and Sentinel
  • Configured Service Portal to reflect the customer’s identity and branding
  • Extensively used Flow Designer for catalog items to automate workflows
  • Delivered automation and self-service capabilities to enhance the user experience
  • Emphasised security and compliance to safeguard sensitive data and meet regulatory requirements
  • Created a ServiceNow roadmap

The Result

The client achieved a customer satisfaction score of 5/5, with the following benefits:

  • Transformed service delivery, enabling IT to meet defined KPIs
  • Enhanced business productivity, efficiency, and effectiveness through digital transformation
  • Higher IT process maturity, increasing reliability, facilitating automation, and providing a clearer path to success
  • Retired legacy tools, resulting in license and maintenance cost savings
  • Improved visibility of service impact and faster incident resolutions, reducing the impact on key services

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