The Defence Digital Group (DDG)

Client Challenge

As a core part of the Department of Defence, DDG is tasked with delivering advanced digital solutions to support national security and operational excellence. Comprising approximately 2,400 personnel, including military members, civil servants, and contractors, DDG plays a pivotal role in transforming Defence into a dynamic, information-driven organisation.

Their responsibilities include designing and enhancing ICT systems, leading cyber defence strategies, and supporting global military operations. Managing critical technology platforms, DDG ensures seamless integration across Defence units while maintaining the highest standards of security and efficiency.

Managing multiple operational areas, DDG set out to streamline processes without compromising security, efficiency, or stability. But big ambitions come with bigger challenges. Overseeing multiple environments, ensuring compliance, and coordinating diverse stakeholders are no small feats. 

Here are the key challenges that DDG faced:

• Managing Multiple Environments: Overseeing a multitude of ServiceNow environments required precision and constant vigilance to ensure performance and security.
• Ensuring Compliance: In a high-stakes environment like Defence, meeting governance and architectural standards wasn’t just important—it was critical.
• Upgrading Without Disruption: Balancing the need for frequent updates and patches with uninterrupted services was a delicate task.
• Coordinating Stakeholders: With so many moving parts, collaboration across teams and business areas was essential to avoid bottlenecks.

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Our Solution

Novabridge stepped in with a clear goal: simplify the complexity and deliver results. Here’s how we made it happen:

• Change Management: We created structured processes to handle updates, keeping operations running smoothly.
• Environment Management: Procedures were designed to ensure all environments remained secure and efficient—day in, day out.
• Architectural Governance: Governance frameworks were developed to maintain consistency and align with Defence’s strategic objectives.
• Patching and Upgrades: Updates and patches were delivered seamlessly, ensuring continuity at every step.
• Project Support: By working closely with Defence teams, we ensured the ServiceNow roll-out aligned perfectly with project milestones and goals.

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Result

When it comes to results, actions speak louder than words. Here’s what we achieved:

• Efficient Processes: Streamlined processes enabled better management and faster decision-making.
• Integrated Management: All management activities were centralised within the ServiceNow platform, boosting operational efficiency.
• Scalability: Successfully managed 26 ServiceNow environments, with plans to expand further as Defence’s initiatives grow.
• Optimised Investment: Helped Defence unlock the full value of their ServiceNow platform, ensuring long-term benefits.

Therefore, there are following economic benefit outcomes:

• Cost Savings Through Efficiency: Automation and streamlined processes reduced operational overheads, saving time and labour costs.
• Resource Optimisation: Efficient environment management allowed DDG to allocate resources more strategically, maximising return on investment.
• Reduced Downtime Costs: Seamless patching and upgrades ensured uninterrupted services, avoiding potential losses due to downtime.
• Scalable Solutions: Managing multiple environments with a unified approach avoided exponential cost increases as operations expanded.
• Better Budget Utilisation: Governance frameworks ensured financial resources were directed toward impactful initiatives, reducing waste.

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Conclusion

Helping DDG navigate the complexities of their ServiceNow roll-out wasn’t just a project for Novabridge—it was a partnership. By addressing challenges with tailored solutions, we enabled Defence to meet its operational goals while maintaining compliance and stability.

Are you ready to turn your challenges into opportunities? Let’s make it happen together.

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