Case Study: Parks Victoria achieves IT transformation and faster incident resolution with ServiceNow

Parks Victoria - Customer Case Study

Parks Victoria is the state agency that manages parks, waterways and emergency services across roughly 4 million hectares, tracking over 25,000 technical and recreational assets. Its 33‑person Business & Information Services (BIS) team supported 140 remote sites but was held back by a legacy IT tool with no upgrade path, poor reporting, no agreed SLAs and immature service definitions—so BIS launched an IT transformation to find a scalable, low‑administration SaaS solution.

Parks Victoria implemented ServiceNow using Nobel’s Blueprint in about 16 weeks, deploying incident, request, change, problem, SLA management and a partial CMDB. The platform delivered transparent prioritization (for example, fast response to a revenue‑critical reservations outage), dashboards and reporting, accelerated change approvals, and improved problem management—enabling the team to meet SLAs, close incidents with workarounds while tracking root causes, and better demonstrate IT’s value to the business.

Parks Victoria

Kimberly Benwell

Service Manager