Medibank is Australia’s largest health insurance provider. They selected ServiceNow to revolutionize the way it delivers information technology, HR, and facilities services to its employees across five corporate offices. Leveraging ServiceNow Incident Management enabled the IT function to capture incident notifications through a self‑service portal, prioritize them based on service level targets, and route responsibility for resolution to the appropriate group, while ServiceNow Problem Management enabled Medibank to investigate the root cause of incidents and document solutions and workarounds in a knowledge basis. Now, unstructured, back‑and‑forth email communication is replaced with a simple way to report, view, track, and resolve incidents.