Case Study: GovDC achieves rapid, scalable ICT service delivery and a unified marketplace for NSW with ServiceNow

GovDC Turns to ServiceNow to Transform ICT Service Delivery in NSW

GovDC is the New South Wales Government’s centralised ICT provider that operates two datacentres and a marketplace for agencies to buy cloud and ICT services after a statewide datacentre consolidation directive. Faced with the need for a proven, scalable and secure service-management platform that would integrate with whole-of-government identity systems, interoperate with its datacentre partner Metronode, minimise internal infrastructure maintenance, and support rapid rollout across dozens of agencies, GovDC needed a fast, low-risk solution.

GovDC selected ServiceNow (with Fruition Partners) to deliver an automated service-management platform and marketplace front end, implementing incident, problem, and change/release management in under three months and the first portal in two weeks. The ServiceNow solution—later enhanced with Portal and Performance Analytics—gives GovDC a single view of agencies and vendors, seamless ordering with Metronode, improved procurement visibility and efficiency, and a scalable foundation that can serve hundreds of thousands of government users while enabling future automation and cost savings.

GovDC

Derek Paterson

Director and Marketplace Services