Case Study: Transurban achieves faster growth and streamlined IT service management with ServiceNow

Transurban Adopts ServiceNow Technology to Support Fast Paced Growth

Transurban, a leading ASX‑listed operator and developer of urban toll roads in Australia and the United States, faced the end of life for its incumbent service management tool and needed a cloud‑based, “as‑a‑service” platform that could support fast growth and align with its strategic priorities across IT, finance and HR.

Following a four‑month evaluation, Transurban adopted ServiceNow and deployed core ITSM modules (incident, problem, change, service portal, service catalog, CMDB and asset management), supported by extensive user training. The rollout has given employees web and mobile self‑service, sped technology provisioning, automated eight finance processes, reduced service desk workload via a knowledge base, improved change‑risk visibility through the CMDB, and established a roadmap — including an AWS integration POC — for further business service automation.

Transurban

Stuart Smith

Operations Governance Manager, Technology