Case Study: DP World Australia achieves measurable, consistent IT service delivery and cultural change with ServiceNow

DP World - Customer Case Study

DP World Australia, a stevedoring operator founded in 2006 with terminals in Brisbane, Fremantle, Melbourne and Sydney (and joint ventures AWH and 1-Stop), was hampered by a cumbersome service-management tool that prevented the IT team from capturing and measuring “business as usual.” Without clear tracking of incident volume, outages, change activity or escalation paths, work arrived in disparate ways, leaving the business with no assurance about how or when IT services would be delivered.

New CIO Martin McManus and IT service delivery manager Simon Lynch adopted ITIL, selected cloud-based ServiceNow (implemented Jan–May 2016 with partner ValueFlow) and rolled out core ITSM modules plus orchestration and analytics using an agile approach. The platform revealed hard metrics — about 200 incidents/week, ~1,000 service calls/month and 50–70 changes/month versus an expected 20 — enabled SLAs and benchmarking, drove a more business-focused IT culture with repeatable processes and accountability, and is being extended to automate onboarding and other services.

DP World Australia

Simon Lynch

IT Service Delivery Manager