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Birmingham City Council Saves Half A Million Pounds With ServiceNow and Achieves Flagship Status

Service Birmingham transforms IT processes to drive council’s mission to create a fairer, more prosperous and more democratic city

London, U.K. – 15 July 2016 – ServiceNow® (NYSE: NOW), the enterprise cloud company, has enabled Service Birmingham to streamline IT services and support for Birmingham City Council, transforming the delivery of public services to more than 1.1m residents and thousands of businesses.

Service Birmingham, a joint venture partnership between Capita and Birmingham City Council, selected ServiceNow to play an intrinsic role in driving efficiencies across all aspects of service delivery. Significant time and budget was allocated to enable the council to deliver on its fairness, prosperity and democracy goals, which include schemes supporting the living wage, young adult education and economic growth.

Automated workflows, using ServiceNow, have transformed outdated and complex processes that previously relied on emails and spreadsheets, such as the process for service and supplier contract portfolio management, Change and Release calendar, asset inventories, financial IT reporting, to name but a few! A new self‑service portal also enables the management of incident and problem records, speeding up responses to council staff and ensuring fast resolution.

ServiceNow phase 1 implementation has enabled Service Birmingham to:

  • Reduce data processing and maintenance demands by 60% using service automation, via an intuitive, user friendly portal, and not email
  • Customer Satisfaction ratings in the upper quartile – 93% by boosting first point of contact fixes via the Service Desk
  • Reduced 3rd party spend into IT by creating a single source of truth across all resources
  • Improve visibility across all assets supplied to 15,000 users (PCs, laptops, and mobile devices) enabling online self‑service management of local hardware assets e.g. requests for disposals and improved financial asset management information
  • Achieve flagship status so that Birmingham City Council is regarded as a benchmark for IT service management best practice in UK public sector

“ServiceNow has done exactly what it says on the tin, allowing us to improve service quality and do more with less,” explained Andrew Mackey Chief Information Officer, Local Government, Property and Health Division at Service Birmingham. “We’ve gone through a continuous cycle of learning, development and improvement and our own developers are now involved with the redesign of self‑service and automation. As part of phase‑two, we’re planning to extend our use of ServiceNow for  the IT service catalogue, onboarding / offboarding (starters, leavers and movers), document management, vendor management and knowledge management. Maximising the use of ServiceNow will provide us with an opportunity to extend our services to other local authorities that are facing similar challenges to Birmingham City Council.”

“The implementation of IT Service Management at Birmingham City Council is a prime example of how ServiceNow is changing the way people work,” said Bob Moore, Area VP UK & Ireland, ServiceNow. “It’s our mission to automate complex processes, transform users' experiences, and deliver significant business efficiencies and cost savings at the same time. Phase two of the project demonstrates that Birmingham City Council shares our “service everywhere” vision and is now on the journey to take this transformation from IT, to HR and beyond.”

About ServiceNow

ServiceNow is changing the way people work. With a service‑orientation toward the activities, tasks and processes that make up day‑to‑day work life, we help the modern enterprise operate faster and be more scalable than ever before. Customers use our service model to define, structure and automate the flow of work, removing dependencies on email and spreadsheets to transform the delivery and management of services for the enterprise. ServiceNow provides service management for every department in the enterprise including IT, human resources, facilities, field service and more. We deliver a ‘lights‑out, light‑speed’ experience through our enterprise cloud – built to manage everything as a service. To find out how, visit


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