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Compass Group

Compass Group Australia provides food and support services to clients in industries such as defence, offshore, and remote regions; hospitals and senior living; education, 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 Now 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% 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.”