Case Study: Melbourne City Mission achieves faster incident resolution and higher self-service adoption with ServiceNow Express

Melbourne Not-For-Profit Revolutionises Service Delivery with ServiceNow Express

Melbourne City Mission, one of Victoria’s largest not-for-profits delivering services from early childhood to palliative care, struggled with an inflexible asset-management tool that lacked reporting, ITIL alignment and customization. Staff logged IT issues by phone or email, tickets were poorly prioritised and resolution was slow, creating backlogs and distracting workers from frontline services.

The organisation implemented ServiceNow Express to deliver a self-service portal, knowledge base and ITIL-aligned workflows. Within months average incident resolution fell from 15 to 12 hours (with a 10-hour KPI now being met), 53% of requests were being logged via the portal, overdue tickets dropped to about 5% and the old backlog was nearly eliminated. Melbourne City Mission now plans to extend the platform to HR and property to improve cross-team coordination.

Melbourne City Mission

Jake McCarthy

ICT Service Desk Team Leader