Case Study: Upstream Print Solutions achieves company-wide service automation and improved SLAs with ServiceNow

Exceeding Service Expectations One Department at a Time

Upstream Print Solutions, a 300‑employee managed print services provider, needed to modernize its service management after relying on a rudimentary Lotus Notes call‑logging system and a “tap on the shoulder” culture. Following acquisition by Fuji Xerox Australia, CIO Michael Schembri led an ITIL‑based change program to address poor visibility, undefined SLAs and inconsistent service across IT and other business groups.

Upstream chose ServiceNow (integrated with Salesforce) and rolled out Incident, Service Request, Knowledge, Problem, Change and a “CMDB Lite,” extending automation beyond IT to facilities, field engineering, client services and more. The integrated platform replaced legacy tools, clarified SLAs and workflows, boosted customer satisfaction to mostly 9–10 scores, and raised Net Promoter Score from 18 to 44.2 while improving cross‑departmental efficiency and visibility.

Upstream Print Solutions

Michael Schembri

CIO