Case Study: Australian Catholic University achieves centralized, consumer-grade staff services across seven campuses with ServiceNow

Australian Catholic University delivers consumer-grade staff and student services on the Now Platform

Australian Catholic University (ACU), a national university serving 35,000 students and 2,500 staff across seven Australian campuses, faced fragmented, manual service processes spread across multiple departments. Staff struggled with inconsistent workflows and limited data from email- and phone-based requests, prompting ACU to centralise and automate staff services across nine business units to deliver a consistent, consumer-grade experience.

ACU implemented ServiceNow’s Now Platform with implementation partner RXP to create "Service Central," an omni-channel hub that integrates systems, people and data to manage requests across units. The platform provides 24/7 self-service (1,000+ knowledge articles and 260+ request forms), single-ticket cross-department routing, real-time tracking and analytics, and reduced licensing, custom solution and staffing costs—freeing specialists for higher-value work and delivering a consistent service experience across all campuses.

Australian Catholic University

Stephen Weller

Chief Operating Officer