Case Study: Medibank achieves unified service management and higher self‑service adoption with ServiceNow

Medibank Boosts Business Health with Service Management

Medibank, a leading Australian health insurer serving more than 3.8 million customers with 2,700 employees and a large telehealth operation, needed to modernise how it delivered internal services. With staff spread across five offices and teams relying on email, spreadsheets and shared mailboxes, the organisation faced single points of failure and inefficient service handling—and wanted a single, easy-to-use portal to extend service management beyond IT into facilities and payroll.

Medibank selected ServiceNow in 2014 and began with Incident and Problem Management, building a self-service portal that prioritises, routes and documents issues and workarounds. The rollout improved access for distributed teams, reduced email back-and-forth, and enabled automation and workflow adoption (catalog requests rose from 15% with a target of 70%). ServiceNow was also extended to HR payroll and facilities, introduced Change and Release Management, removed single points of failure, and helped Medibank align with ITIL while providing measurable service metrics.

Medibank

Natalie McIntosh

Service Integration Manager