NSW DoJ building single ITSM portal

The NSW Department of Justice has awarded enterprise cloud company ServiceNow a contract to consolidate and modernise the department’s IT management systems.

The department’s Digital Technology Services (DTS) team have replaced a number of legacy systems and plan to support 12 agencies with a single integrated IT service management (ITSM) platform.

Agencies to be supported by the new Now Platform include Courts and Tribunals, Correctional Services NSW, Office of Emergency Management, Office for Police, Justice Strategy and Policy, Justice Services, Juvenile Justice, Birth Death and Marriages, Crown Solicitors and Veteran Affairs.

ServiceNow will be used as a central interface to process requests in order to streamline back office operations.

The ServiceNow Portal will also be used by a new business support centre within the DTS, which is running HR and finance service management through a single interface for all requests and incidents.

“Providing a positive end-user experience was a real driver in our decision to choose one platform. This will enable us to transform our system to one which is cloud and mobile enabled, and function rich,” Department of Justice Director of Operations and Services Andrew Dimech said.

“Once ServiceNow’s ITSM functionality is fully operational, the DTS team’s key priority is to automate the majority of manual workflow processes, previously completed via email, and even fax through intelligent workflow and approval processes.”

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