Case Study: University of Sydney achieves automated workflows and frees researchers to innovate with ServiceNow

Free to Research and Innovate Transforming University Services

The University of Sydney, a top-100 global research university with 50,000 students and 10,000 staff, faced highly fragmented IT and business processes—145 separate email systems, multiple knowledge repositories, paper-based onboarding and no consolidated metrics—which made delivering consistent services and gaining the trust of faculties difficult. Geoffrey Brown, Director of Innovation for ICT, set out to standardize processes and move the organisation toward a shared-services model so IT could better support research and education.

Working with Keystone, the university deployed ServiceNow as a single platform (branded TrackIt) using Incident, Problem, Change, Service Catalog and Knowledge Management to automate workflows, create a self-service portal and centralise reporting. The result: 250,000 incidents/requests handled through the portal, 98% customer satisfaction with helpdesk service, consolidated knowledge and dashboards for daily visibility, and freed IT capacity that has been redeployed to higher‑value projects and research support.

University of Sydney

Geoffrey Brown

Director of Innovation, Solutions and Engagement Services in Communications Technology, University of Sydney