NBN Co shifts IT ops onto ServiceNow

NBN Co has shifted its internal IT service management to run on ServiceNow in place of BMC Remedy.

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The ITSM tool migration occurred in May this year, though the company is still recruiting for resources to work on the project.

The cloud-based platform will be used to support internal IT functions. 

However, it is understood that ServiceNow will not be used to handle external support ticketing, such as for requests lodged by retail providers on behalf of end users.

The project appears to be part of a broader project within NBN Co codenamed NextGen IT Operate.

Recent recruitment advertisements have indicated that ServiceNow will be used to implement process improvements being driven out NBN Co's IT Operate works.

Staff brought into the project were expected to “analyse the implementation and performance of the IT Operate processes” and to “work with the vendors and partners of the [NBN Co] operational team to raise their IT effectiveness and efficiency”.

The company is known to have deployed the IT Operations Management (ITOM) module of ServiceNow, including the discovery and service mapping capabilities.

Discovery is effectively a way to track changes made to on-premises and cloud-based infrastructure, while service mapping is used to "show the mix and relationship of applications, IT components, and cloud services", according to ServiceNow documentation.