Sysintegra guides Federation Uni through ServiceNow deployment

Consultancy Sysintegra has aided Victoria-based Federation University with the implementation of ServiceNow tech, cutting down on a multitude of internal portals.

In April last year, Sysintegra was tapped by the University to guide it through the adoption of ServiceNow’s IT Service Management Professional (ITSM Pro) service amid an ongoing shift to the vendor’s platform.

Specifically, Federation University was looking for a partner to streamline its user experience and integrate new features, like ServiceNow’s artificial intelligence- (AI) powered chatbot Virtual Agent.

The process took four months, which ended up being two months ahead of schedule.

The use of ITSM Pro came amid the university using 12 separate portals for service requests, which came from multiple business units like HR, finance, legal, IT services and student services, with users needing to jump between the portals to make requests.

“We wanted to reduce the complexity of our portal environment and ultimately improve experiences,” said Ben Cushing, manager for service support at Federation University. “With the move to ServiceNow ITSM Pro, we have consolidated 12 portals into a single interface using the Employee Center feature. This has significantly simplified how students and staff access services, and improved user engagement.”

After utilising ServiceNow’s Employee Center service, six additional business units – legal, corporate communications, government relations, the Aboriginal education centre, commercial services and digital editing – have entered the fold on the platform, which Cushing claims would have been difficultin the old system.

“Thanks to ServiceNow Employee Center, we have reduced the effort to roll out a new service by 50 per cent,” he added.

This was the first time the two organisations had worked with each other and the partnership is still ongoing, with Sysintegra being viewed as a “true partner” for the University alongside ServiceNow.

Currently, Sysintegra provides support to the educational institution through helping it plan out its roadmap and identify other opportunities to use ServiceNow technology, with other AI solutions being considered.

“Our partnership with Federation University was incredibly important for us. As an Elite Level ServiceNow partner, it allowed us to showcase our expertise in streamlining ServiceNow usage and enhancing end-user experience with AI features,” said Arun Nair, CEO and chief technology officer at Sysintegra.

“This collaboration reflects our rapid growth over the past four years, emerging as the largest Australian-owned ServiceNow practice. With a steadily increasing headcount, we anticipate surpassing 100 certified consultants by the end of the financial year. This partnership solidifies our position as a leading provider of ServiceNow solutions, emphasising our commitment to innovation and customer-centric solutions.”