DISER implements ServiceNow Protected Platform

The Department of Industry, Science, Energy and Resources (DISER) has implemented the ServiceNow Protected Platform to overhaul its enterprise service management practices.

The department is using the platform to streamline and automate service management for its more than 4000 employees.

With the deployment, DISER has become the first Australian government department to implement the ServiceNow Protected Platform, which was built to meet Australian data security and sovereignty requirements for government and regulated industries.

DISER procured and implemented the platform within a time frame of less than six months, according to DISER GM for ICT operations Steve Stirling. He said the department has adapted the platform for multiple critical functions, replacing a variety of legacy systems and processes.

“By using one platform to manage complex tasks and requests, we have improved our automation and streamlined a range of administrative tasks, enabling us to assign team members to more important work,” he said.

The department uses the platform to automatically route service requests to the right teams and individuals. The single management portal enables real-time visibility on the status of requests, and the ability to track and measure performance analytics.

Other functions include self-service capability, a virtual agent to assist with enquiries, and a knowledge base of support articles.

The new portal went live last year, with the staged deployment complete by December. During this March alone there were 2300 knowledge article views and more than 6500 self-service requests, with just 164 requests lodged via email.

Image credit: ©stock.adobe.com/au/Andrey