Department of Defence

Client Challenges

The client’s legacy ITSM tool was outdated and inefficient, requiring extensive manual workarounds to meet operational needs. The lack of centralised service management complicated IT support efforts, making collaboration across different time zones difficult. The key challenges included:

• Limited automation, leading to excessive manual interventions.
• Decentralised service management, creating inefficiencies in IT support.
• Collaboration difficulties due to dispersed teams across multiple locations.
• Lack of visibility into ITSM processes, delaying issue resolution.

A modern ITSM solution was needed to enhance automation, improve service visibility, and reduce manual workload.

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Solution

Novabridge conducted a comprehensive review of the client’s existing ITSM processes and identified key areas for improvement. By implementing ITIL (Information Technology Infrastructure Library) and ServiceNow best practices, Novabridge worked closely with the client’s service desk team to develop a tailored ServiceNow ITSM solution.

Key elements of the solution:

• Scalable and automated ITSM to reduce reliance on manual interventions.
• Centralised Configuration Management Database (CMDB) to improve asset tracking and service visibility.
• Process automation to streamline IT service workflows.

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Results

The implementation of ServiceNow ITSM delivered significant improvements, including:

• ServiceNow ITSM Implementation – A fully scalable, automated IT service management solution.
• CMDB & Knowledge Management – A centralised database for efficient configuration management and knowledge sharing.
• Process Automation – Enhanced automation reduced manual intervention and improved efficiency.
• Early Deployment – The solution was delivered ahead of schedule, minimising disruption.
• Upskilling & Enablement – Client teams were trained to manage and evolve the platform independently.

The new ITSM system significantly reduced manual workload, improved cross-time-zone collaboration, and enabled a more efficient, structured approach to IT service management.

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Conclusion

The ITSM modernisation project for the Department of Defence was a resounding success. By implementing ServiceNow ITSM, Novabridge enabled the client to achieve greater automation, streamlined service delivery, and enhanced collaboration across dispersed teams. The early deployment, process automation, and knowledge management improvements played a key role in transforming their IT service operations.

If your organisation is struggling with outdated ITSM tools, inefficient processes, or manual workarounds, Novabridge can help. Contact us today to discover how our ServiceNow ITSM solutions can revolutionise your IT service management and improve operational efficiency.