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.