Customer Story · Federal Government / Health
Department of Health, Disability and Ageing + Novabridge — supporting the design, implementation, integration and ongoing enhancement of the Department's ServiceNow Platform across six concurrent delivery streams.
The client
The Department of Health, Disability and Ageing (DHDA) leads Australia's national health policy and the operation of programs and services that touch every Australian.
Novabridge is a strategic partner to DHDA, supporting the design, implementation, integration and ongoing enhancement of the Department's ServiceNow Platform. Novabridge kicked off the engagement with a pilot in late 2023, with the full program commencing in early 2024.
The challenge
The engagement was set in motion by a clear deadline. With Cherwell ITSM reaching official end of support in December 2026, DHDA needed a successor — but rather than treat the move as a like-for-like replacement, the Department chose ServiceNow as the foundation for a broader Enterprise Service Management capability that would extend well beyond traditional IT.
What began as a focused replacement program has steadily evolved into a comprehensive engagement that today encompasses core ITSM and ITOM uplift, CMDB and CSDM design and remediation, corporate workflow automation, platform sustainment and DevOps, the Corporate Service Catalogue, and Security Incident Response.
Our approach
Implementation · Integration · Sustainment · Enhancement
Across each of the six delivery streams, Novabridge contributes architecture, delivery, configuration, dashboarding and integration expertise — working alongside DHDA's people to scale ServiceNow from a pilot footprint into a Department-wide service management capability.
Behind the visible workflows runs a steady operational rhythm. Novabridge's platform sustainment stream provides 24/7 monitoring, L2/L3 support, upgrade and patch execution, regression testing across releases, security and SSO administration, MID server configuration, and coordination of change management and deployment pipelines — all spanning more than ten ServiceNow environments across non-production, staging and production. Delivery activity across every stream is tracked in Azure DevOps, giving DHDA stakeholders a transparent view of epics, features, user stories and test coverage from sprint to sprint.
Novabridge's delivery model is built around enabling Departmental teams to operate and extend the platform independently over time — so the Department's ESM capability becomes self-sustaining, not vendor-dependent.
Capabilities delivered
Across each stream Novabridge contributes architecture, delivery, configuration, dashboarding and integration expertise — together giving DHDA the data and process foundation it needs for Enterprise Service Management, Strategic Portfolio Management, Hardware and Software Asset Management, and SIAM.
Incident, problem, change and request management aligned to ITIL v4. Event management and alert correlation deliver real-time visibility across infrastructure and applications, with automated incident response uplifted through orchestration and scripting.
Discovery patterns for on-premises, AWS and Azure environments. A structured CI lifecycle for asset traceability and dependency mapping, and a CMDB Governance Framework seeded from Novabridge's reusable artefacts and ServiceNow's success packs.
Labour Hire Onboarding for protected security onboarding, ICT provisioning and approvals; a Bulk Onboarding application processing 100+ candidates per request with Active Directory and HR integration; and procurement delivered via the Complex Procurement App (certified on the ServiceNow Store).
24/7 monitoring with L2/L3 support across more than ten ServiceNow environments — non-production, staging and production. Upgrade and patch execution, regression testing, security and SSO administration, MID server configuration, and DevOps guardrails for change and deployment.
A single front door for internal services, built on Service Portfolio Management. Service definition and modelling within the SPM and CSDM layers, requestable items, routing rules and SLAs, and integration with Knowledge Management and Virtual Agent for streamlined self-service.
Full SIR rollout delivered through ServiceNow's Now Create methodology — plugin configuration, roles, escalation paths, SLAs, response playbooks, phishing alert parsing, SIEM integration, the Security Analyst Workspace, and end-user enablement and knowledge transfer.
Outcomes
Today, DHDA's ServiceNow Platform stands as a Department-wide Enterprise Service Management capability — well beyond the boundaries of the Cherwell program it replaced.
Through six concurrent delivery streams, Novabridge has helped the Department modernise its IT service operations, mature its configuration and data foundation, automate corporate workflows, operate at scale, present a single front door to internal services, and stand up a modern security response capability. The partnership continues as DHDA extends the platform's reach further across the Department.
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