Case Study: Service NSW achieves streamlined, automated approvals and integrated workflow management with ServiceNow

Australian State Agency Adopts Cloud-Based ServiceNow for Managing Internal IT Service Request

Service NSW, the New South Wales one‑stop government services agency, needed more effective internal IT and change‑management processes to keep staff productive while serving citizens. Faced with growing volumes of requests and a need for better prioritization, visibility and consistent reporting — plus a mechanism for continuous improvement and coordinated website and agency changes — the organisation sought a platform to systematise approvals, workflows and status tracking.

Service NSW adopted the cloud‑based ServiceNow platform, starting with IT issue and problem management and extending to custom apps like Circle of Service (employee suggestions with routed reviews and voting) and Business Change Request (workflowed approvals, calendar scheduling and integration with IT records). The result was automated approvals and workflows, clearer prioritisation and reporting, integrated data across applications to avoid silos and scheduling conflicts, and improved efficiency and transparency for internal service delivery.

Service NSW