Case Study: Deakin University achieves faster, automated IT service delivery with ServiceNow

From Old Limiting Tool to Service-Enabling Software

Deakin University, a major Australian university supporting roughly 50,000 users, faced a legacy ITSM tool that slowed agents with 30–60 second screen delays, provided poor reporting, no built-in automation and limited incident history—hampering service delivery and visibility across its 200-person IT team. After hands-on evaluations and site visits, Deakin selected ServiceNow to replace the limiting system.

Deakin implemented the ServiceNow IT Service Automation Suite (Incident, Change, Service Catalog & Request Management) with partner Keystone in about two months, using integrations and best-practice configuration to speed lookups and simplify forms. Results included a 75% drop in time to log incidents (20 minutes to <5), a 50% faster incident closure rate, 33% reduction in time managing incidents/requests, CSAT rising from 67% to 75%, and SLA breaches falling from 5% to <1%—transforming IT from a “department of no” to a service-enabling partner with greater accountability, visibility and uptake across the university.

Deakin University

Craig Warren

Director, ICT Infrastructure Services