Case Study: Pacific Aluminium achieves a live, ROI-generating service desk in 30 days with ServiceNow

Pacific Aluminium - Customer Case Study

Pacific Aluminium was formed in 2011 when Rio Tinto restructured its aluminium assets, creating a new Brisbane-based company with operations across Australia, New Zealand and Singapore. Faced with divestment, a small IT team had to rapidly stand up independent IT infrastructure and a group-wide service desk—shifting from Rio Tinto’s centralized, outsourced model to on-site generalists—with a targeted go-live within 30 days.

Pacific Aluminium partnered with Service Potential and chose ServiceNow’s SaaS platform for its fast, ITIL-aligned out-of-the-box functionality; ServiceNow provisioned an instance in early October and the team built core incident, request and self-service capabilities that went live within eight days and supported 4,000 users. The rapid, staged approach (limited customization, CMDB imported from spreadsheets) delivered demonstrable ROI from day one, while leaving optimization and integrations for a planned Stage 2.

Pacific Aluminium

Matt Campbell

Director at Service Potential