Disability Services Commission (WA)

– ServiceNow Express Implementation



The Disability Services Commission (DSC) is the Western Australia State Government agency responsible for advancing opportunities, community participation and quality of life for people with disability. The Commission’s roles and responsibilities within the Western Australian community are vast including direct service delivery coupled with progressive improvements to social and community inclusion and policy.

The challenge

In 2016 there were many changes that occurred within the Disability Services Commission (DSC) that put considerable pressure on the capacity and capability of the existing service delivery model.

To be able to react to these changes, the DSC needed to undergo a digital transformation. It required a different service delivery operating model so that the commission could take more control over its toolsets, processes and its Service Level Management functions. To this end it decided to move to a delivery model that aligned the evolving business requirements and increased the agility of the organisation to react to changing business needs.

Avec was chosen as the service provider that could best deliver the DSC’s vision for this new model via its professional services which included an evaluation of Service Management toolsets. The evaluation yielded ServiceNow Express as the product most aligned to the DSC’s requirements.

The difference

Avec’s partnership with ServiceNow and experience in implementing Express for small to medium enterprise made Avec the right choice for this project. In addition to this, Avec’s project management methodology combined with our highly experienced workforce provided the perfect blend of process and skills to affect a positive outcome for the DSC.

The solution.

Avec provided professional services to design and implement ServiceNow Express. This included analysing DSC’s service management requirements and its desire to modernise and evolve to a more dynamic solution.

Avec provided a technical consultant to perform technical requirement workshops which led to the design and implementation the ServiceNow Express software solution. Technical consultants completed the ServiceNow Express development and implementation services. In addition to this, Avec’s Engagement Manager provided project management, knowledge transfer and reporting services to the DSC.

Avec implemented its project management methodologies to manage the project and we also provided training services and knowledge transfer to bring the solution into full production.

The result

Avec delivered the core ITSM functionality within ServiceNow Express including Discovery. The successful implementation of the new ServiceNow Express solution created several new efficiencies and capabilities for the DSC’s operations. It enabled the ICT team to create repeatable service management processes across the platform, streamlining and simplifying many of their original tasks, whilst also adding new and improved service management functionality. Avec completed full knowledge transfer to DSC’s internal system administrators.

Sound familiar?

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