Case Study: WaterNSW achieves organisation-wide service management and automation with ServiceNow

WaterNSW Surges to New Level of Service Management Efficiency with ServiceNow

WaterNSW is a New South Wales state-owned corporation formed from multiple agencies to supply raw water across a vast catchment. After the merger it faced fragmented, legacy and custom systems that didn’t meet ITIL standards, forcing staff to request services by phone, email or in person and creating inefficiencies across IT and business functions.

WaterNSW chose ServiceNow and rolled out core ITSM modules from 2016, then expanded the platform across the business. By August 2017 about 900 staff accessed roughly 300 services via a single service catalogue, delivering greater transparency, automation and standardisation; the organisation planned to manage 500 services (mostly non‑IT) through ServiceNow by early 2018 while building measurement and KPI capabilities.

WaterNSW

Gordon Dunsford

CIO