Case Study: Brisbane Catholic Education achieves centralized IT service management and real-time visibility with ServiceNow

Extending ITSM into Business Processes at Brisbane Catholic Education

Brisbane Catholic Education (BCE) is a large shared‑services education provider supporting 139 schools in the Archdiocese of Brisbane — about 11,000 staff and 71,000 students. As BCE moved IT functions into a central datacentre and adopted more cloud services, its bespoke SharePoint‑based workflows were stretched beyond capability and could not be easily adapted to meet growing service expectations and good‑practice ITSM needs.

BCE selected ServiceNow (implemented quickly with Fruition Partners) to replace those systems with cloud‑based incident, problem and change management and a self‑service knowledge base. The rollout delivered live analytics and drillable reporting, faster, more timely support via self‑service, better resource planning and improved release/change processes, and has repositioned IT as a trusted partner for streamlining broader business processes.

Brisbane Catholic Education

Simon Mackey

Manager of Operations and Network Services