NSW DCS to use ServiceNow as cluster-wide corporate services tool – Strategy – Software

NSW’s Division of Customer Support is planning to make ServiceNow its “single entrance door” for company solutions immediately after expanding its use of the instrument very last yr.

As part of a broader program to “reimagine” itself, the central agency has just lately embarked on a twelve-thirty day period transformation aimed at bettering its company support delivery product.

It follows a determination to adopt ServiceNow throughout the DCS cluster for “IT as well as finance, HR, payroll and ERP solutions delivered by the organization course of action outsourced (BPO) partner” very last yr.

ServiceNow was formerly utilised by just one particular organization device within the section, in accordance to a ask for for tender issued previously this thirty day period.

The IT support management (ITSM) module is now being utilised for “all ICT incidents and support requests throughout the cluster”, even though the “HR support delivery (HRSD) module is utilised for transactional HR and finance requests”.

The IT operations management (ITOM) module has also been implemented, but it is continuing to be “refined”.

Next the original expansion, DCS mentioned it is now wanting to “extend the use of ServiceNow to a lot more transactional and advisory solutions within company services”.

For this, DCS is calling for a spouse to do the job with it and an unnamed consulting spouse above the upcoming 9-twelve months to deliver “a basic, intuitive purchaser centric remedy to assistance the… transition”.

DCS envisages ServiceNow will turn out to be the “single entrance doorway for staff members to obtain company services” and facilitate processes like onboarding and procurement that “traverse a number of systems”.

“The objective is for staff members to self-serve exactly where probable and for digitisation and automation to be utilised exactly where possible,” tender documents condition.

It implies ServiceNow could require to be integrated with a vary of programs, which includes SAP’s ERP central part (ECC), organization warehouse (BW) and Fieldglass.

Other integrations on the cards include things like Cornerstone, SailPoint, Microsoft SharePoint, Squiz and Signavio.

Expanding the use of ServiceNow is also envisioned to increase the “way company solutions staff members do their work, automating guide responsibilities exactly where probable and bettering outdated and clunky processes”.

DCS is wanting to enter a agreement by December 2021 and progressively onboard assets by January 2022.