Case Study: ElectraNet achieves streamlined, user-friendly IT service management with ServiceNow

ElectraNet Improves Service Management with ServiceNow

ElectraNet, South Australia’s electricity transmission company, needed to replace an unintuitive, high-maintenance IT service system that saw low adoption among nearly 300 staff and 700 external users. The team wanted a cloud service with ITIL processes built in and an easy-to-use portal to reduce administrative overhead and improve visibility and prioritisation of work.

Working with Enable Professional Services, ElectraNet deployed ServiceNow (Incident, Problem, Change, CMDB and other modules) in three months, integrating SSO and business systems to streamline approvals. User adoption rose sharply, email requests declined, and the service desk—handling about 1,200 calls/month—shifted from admin tasks to delivering solutions. The portal has increased engagement, captured enhancement ideas, been extended to facilities, and is being expanded across other back-office functions.

ElectraNet

Steve Sturm

IT Service Delivery Manager