Case Study: Compass Group Australia achieves faster IT resolution and 20% fewer open tickets with ServiceNow

IT Service Management to Give Me My Time Back

Compass Group Australia, part of Compass Group PLC, is a national food‑services and support provider operating 700 sites with more than 11,000 staff and serving millions of meals and drinks each year. The IT team was running an end‑of‑life service management tool that lacked vendor support and the flexibility to extend beyond IT, prompting a review to improve incident, change and asset visibility and to bring service management into business functions like supply chain and finance.

The company implemented ServiceNow (Incident Management, Discovery and Change Management) and launched an internal MyService portal to create a single source of truth. Results included a 20% drop in open tickets, average ticket age reduced from over 20 days to about five days, faster integrations (completed twice as fast), tighter capex approvals and compliance, and broader adoption across HR and supply chain—freeing staff from repetitive tasks so they can focus more on change and customer service.

Compass Group

Darren Shearsby

Chief Enterprise Architect