Platform capability statement · ServiceNow
Service that holds up on a Monday morning.
Many agencies already run ServiceNow. We help them get far more from it: services designed first and configured second, legacy service management migrated without interruption, and AI brought in under proper governance.
Why it matters
The service desk is where people judge every system you run.
Legacy that won't let go
Large service management platforms embedded over years, which must be replaced on a tight budget without interrupting service.
Data you can't act on
Multiple platforms and sources make it hard to measure in-house and vendor services, or to make decisions on evidence.
Volume that outgrows people
Every new digital service adds incidents. Scaling people and manual processes to match is slow, costly and erodes quality.
Self-service that fails
Knowledge siloed from the portal and chat, so customers abandon self-help and call the service desk instead.
What good looks like
- Legacy platforms decommissioned, new capability commissioned in regular releases
- Vendor and service performance tracked in one workspace, in real time
- Tickets deflected with knowledge, self-service and a virtual agent
- Common requests automated; low-risk changes pre-approved
Our ServiceNow capability
Across the workflows government runs on.
Serata works across the ServiceNow platform as an independent capability provider, from strategy and service design to build, integration and sustainment.
Technology workflows
- IT Service Management
- IT Operations Management
- IT Asset Management
- Security Operations
- Configuration management database (CMDB)
Employee workflows
- Employee Center portal
- HR Service Delivery and onboarding
- Legal Service Delivery
- Knowledge management
Customer workflows
- Customer Service Management
- Public Sector Digital Services
- Field Service Management
- Contact centre and omni-channel
Enterprise
- Integrated Risk Management
- Strategic Portfolio Management
- Application Portfolio Management
- Performance Analytics
What we bring to every engagement
Strategy and business analysis
Platform and product strategy, enterprise business analysis and business cases.
Service design
Journeys, catalogues and knowledge designed around the person with the problem.
Configuration and build
Configured to the process, with push-back on customisation that makes upgrades expensive.
Integration and automation
Flow Designer, Integration Hub and RPA Hub connecting ServiceNow to the systems around it.
Knowledge and content
Articles, portal content and video written for users, kept current, with an owner.
Analytics and reporting
Dashboards and executive reporting that show whether services are helping.
Our method
Design the service first. Configure second.
We treat service management as a two-sided market: providers on one side, customers on the other, and the service management function connecting them in a digital-first environment.
ITIL 4
Providers
Providers design, transition and continually improve services against ITIL best practice, so they understand what customers expect.
User-centred design
Service management
The connecting function: one portal, one catalogue, one knowledge base and the data that shows what is working.
ADKAR
Customers
Customers are helped to adopt digital-first service and self-help: awareness, desire, knowledge, ability and reinforcement.
Where the platform doesn't fit, we say so, rather than bending the organisation around it.
Playbooks
Proven patterns, ready for government.
Prebuilt patterns with standard requirements for government, each structured for agile delivery and minimum service interruption.
Migrating legacy service management to ServiceNow
We don't migrate everything at once. Service categories move one at a time in fortnightly sprints, with a burndown of knowledge articles and catalogue items, and the legacy system is decommissioned as each category is commissioned.
Service portal
A contemporary portal, branded to the agency, using ServiceNow's built-in content management.
Knowledge and help
Legacy content pages migrated as knowledge, then video content and a virtual agent added.
Faults and issues
Moved to ticketing by service category, with the CMDB built out as each one is commissioned.
Access
Access requests moved into the catalogue, with approvals by email, virtual agent or mobile.
System administration
Admin requests and fulfilment workflows migrated with automation for high-volume items.
Software
A dedicated project for software management: entitlements, usage and spend.
Hardware
A dedicated project for hardware and asset management, from request to retirement.
The 1, 2, 3 delivery playbook
Service design
Discovery and design to the DTA Service Design and Delivery Process, with agency staff engaged from the start.
Configure, integrate, deploy
Configured on the platform, integrated with agency systems and deployed in regular releases.
Analyse, improve, maintain
Performance analytics, continuous improvement and sustainment on an evergreen platform.
More patterns
Citizen services
Customer Service Management and Public Sector Digital Services, with the agency's GovCMS website as the front door and agency staff trained in ServiceNow for case management.
See our GovCMS capability (opens in a new window)Field service and asset optimisation
Field Service Management and a mobile agent that works online or offline, analytics turned into jobs, process mining to find bottlenecks, and knowledge for the people maintaining critical assets.
Corporate in a Box
ServiceNow for government, ready to run.
Corporate in a Box is our ServiceNow managed service for government agencies: pre-configured modules for essential corporate functions, built around the Employee Center portal, so agencies get value quickly without a fully custom implementation.
Pre-configured for government
IT service management, HR service delivery, legal service delivery and customer service workflows tailored to government processes.
Integration
Connectors and APIs for existing ERP, CRM and SaaS systems.
Compliance and governance
Governance models built into the service to help meet regulatory and security requirements.
Training and support
Training materials and support so staff can use the platform confidently.
Scalable
Sized for agencies of every scale, growing as needs change.
Continuously updated
Kept current with new platform releases and best practice.
Benefits
- Rapid deployment
- Lower total cost of ownership
- Simplified management
- A better experience for staff and citizens
- Room to innovate
AI agents on the platform
From Now Assist to agents that do the work.
ServiceNow now combines generative AI, AI agents, search, automation and process mining in one platform. We plan AI into platform projects from the start, so it speeds delivery and improves service rather than arriving as an afterthought.
Clear the backlog
Cluster historical tickets to find knowledge gaps, new catalogue items and training needs, then close the tickets and uplift the service.
Self-help that answers
AI search and a conversational virtual agent that give actionable answers across knowledge, portals and chat.
Agents for the routine
AI agents for level 1 requests such as password resets, access and software provisioning, with role-based permissions and a full audit trail.
Help for the people helping
Summaries, recommendations and predictions for service desk teams, and automation of repetitive tasks.
A path to AI-enabled service
Discovery
Find the pain points AI can address.
Quick wins
Deliver early, visible improvements.
Priority uplifts
Extend to the services that matter most.
Sustained program
A larger program for sustainable service support.
What's current: ServiceNow's Australia platform release (May 2026) adds AI agent orchestration across departments such as HR, IT and finance, an AI Agent Advisor, and a model-agnostic design that can use the agency's chosen models.
AI Control Tower · with Availe
Govern every AI agent, wherever it runs.
ServiceNow's AI Control Tower is a central place to govern AI systems, agents, models and workflows across the enterprise, including those running outside ServiceNow. Through Availe, our AI business, we help agencies stand it up and use it to meet their responsible AI obligations.
Discover
Find the AI in use across the organisation, including on AWS, Microsoft Azure and Google Cloud.
Observe
Continuous monitoring of agent behaviour, with live metrics and alerts instead of periodic audits.
Govern
Risk assessment for agents, models, datasets and prompts, with frameworks aligned to NIST and the EU AI Act.
Secure
Access governance for AI, detecting agents acting beyond their permissions.
Measure
Cost tracking and value dashboards for every AI investment.
How Serata and Availe help
- Stand up AI Control Tower and connect the agency's AI estate to it
- Map controls to whole-of-government responsible AI policy and the agency's AI register and accountable officers
- Human-in-the-loop controls and an evaluation harness for every agent
- Build, Operate, Transfer, so agency teams run AI governance themselves
Our team
People who have run the service desk, not just configured it.
Experienced government ServiceNow practitioners, most holding NV1 clearances or above, with ITIL and ServiceNow credentials.
Roles we provide
- Digital strategy and UX lead
- ITSM manager and platform administrator
- ServiceNow developer
- Solution and enterprise architect
- ITIL ITSM architect
- Process modeller and business analyst
- Web, content and channel manager
- Knowledge manager
- Analytics and reporting specialist
- SIAM specialist
- Change manager
- Project and PMO lead
Credentials
- ServiceNow micro-certifications: CMDB, administration, knowledge management, Flow Designer and Integration Hub, reporting and dashboards
- ServiceNow Business Process Analyst
- ITIL 4 and ITIL v3
- Prince2, MSP and Agile
- NV1 clearances and above
Get more from the platform you already own.
Start with a short discovery: we'll find the pain points, the quick wins and the path to a better service.