Department of Customer Service (DCS) is a New South Wales Government agency acting as a service provider for other state government agencies in the areas of Information Technology, Finance and Human Resources.
As part of a major centralisation and insourcing project commenced in 2019, ND&Co were contracted to develop and implement the ServiceNow platform for the purpose of centralising all IT functions onto a single platform, migrating away from multiple ITSM platforms.
IT Service Management (ITSM)
ND&Co implemented all modules of the ITSM platform including incident, problem, change, and service catalogue. As well as implementing a newly designed ServiceNow Service Portal to enable staff to self-serve for many different request types.
IT Operations Management (ITOM)
ND&Co implemented the full suite of the ServiceNow ITOM module including Discovery, Service Mapping, and Event Management to enable DCS IT to have a full overview and understanding of their infrastructure.
HR Service Delivery
As part of the migration project, ND&Co migrated the legacy HR, payroll, and finance ticketing platform onto the ServiceNow HR Service Delivery platform.
ND&Co were able to migrate the existing DCS vendor, as well as all DCS staff onto the platform within 2 months of commencement of the project.