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Compass Group

Compass Group Australia provides food and support services to clients in industries such as defense, offshore and remote regions, hospitals and senior living, education and sport and leisure. The ITSM tool Compass Group was using had reached end‑of‑life and the vendor was no longer maintaining or providing support services. The team selected ServiceNow as their new solution because of the ability to extend the platform beyond ITSM. First, Compass Group Australia implemented Incident Management, Change Management, and Discovery which has provided greater visibility and actionable metrics. Darren Shearsby, General Manager Enterprise Architecture and IT Security says, “Due in part to ServiceNow, we’ve seen a 20 percent drop in the number of open tickets over the last few months…Culturally, there is now an increased drive within Compass Group Australia to log and respond according to service level agreements.” Other business units are now leveraging ServiceNow including supply chain and human resources and they plan to introduce legal request management in the future. Throughout the organization, employees are freed from repetitive tasks and enabled to focus on great service and great results.