Case Study: Parks Victoria achieves faster incident response and improved reporting with ServiceNow

Parks Victoria - Customer Case Study

Parks Victoria, the government agency responsible for conserving and managing parks, waterways and related emergency services across Victoria, needed to modernize IT support for more than 25,000 assets spread over 4 million hectares. Its 33‑person Business & Information Services team supporting 140 locations was hampered by an aging IT tool with no upgrade path, poor reporting, no SLAs, and immature service definitions, leaving the group unable to prioritize work or demonstrate value.

Parks Victoria adopted ServiceNow using Nobel’s Blueprint, implementing Incident, Request, Change, Problem, SLA management and a partial CMDB in about 16 weeks. The SaaS solution delivered clear dashboards, faster change approvals, better problem linking and prioritization (critical outages are now triaged correctly), improved reporting and reduced administrative overhead—enabling the team to meet SLAs, close incidents with workarounds, and better demonstrate IT’s impact to the business.

Parks Victoria

Kimberly Benwell

Service Manager