Case Study: Fairfax Media achieves centralized, cross-border IT support and reduced call volumes with ServiceNow

Fairfax Media Centralizes Support Model with Great Success

Fairfax Media, a major Australasian publisher with about 90 print and digital titles and roughly 10,000 employees, faced a fragmented IT support environment after years of growth and acquisitions. Four different ITSM systems across Australia and New Zealand meant teams couldn’t share resources, SLAs were inconsistent, resolution times were long, and employees were frustrated—prompting a consolidation effort that cataloged roughly 500 required capabilities.

Fairfax selected ServiceNow and worked with ServiceNow Professional Services to prioritize and implement Incident and Change Management, a Service Catalog and CMDB. The platform enabled a shared‑services, total‑call‑ownership model, automated task routing and self‑service for request fulfillment. As a result Fairfax reduced call volumes, improved cross‑border support and SLA reporting, sped up resolution and gave managers a single view of service performance, with plans to extend the platform beyond IT.

Fairfax Media

Antony Mayo

Support Director