Our ServiceNow partnership and practice
Serata's pre-built service delivery modules for government offer numerous benefits to accelerate discovery, platform knowledge transfer, and staff training. By providing a pre-configured environment, Serata enables rapid platform adoption, significantly reducing the time and effort required for initial setup. This approach facilitates quicker discovery phases, allowing government organisations to identify and implement necessary services efficiently.
The pre-built instances for corporate and public services include comprehensive documentation and best practices, enhancing platform knowledge transfer and ensuring that staff can quickly become proficient in using the system. By leveraging a pre-configured environment, government agencies can significantly reduce the time and effort required to implement ServiceNow, ensuring a quicker transition to ServiceNow.
Our agile sprint methodology for migrating workflows, catalogue items allows for iterative and manageable phases, ensuring a smooth and controlled deployment process. Serata's solution supports tailored training programs, ensuring that staff receive relevant, hands-on training that aligns with their specific roles and responsibilities. Our streamlined approach enhances operational efficiency, accelerates time-to-value, and ensures that government organisations can effectively leverage the full capabilities of their ServiceNow platform. This comprehensive solution not only enhances efficiency but also supports the scalability and adaptability required to uplift services in the always in flight landscape of internal corporate service provision.
ServiceNow brings AI to all corners of your business, enabling your people to be more productive, more responsive, and more innovative.
Corporate Services
IT Service Management
Serata's ServiceNow instance for government ITSM services offers a streamlined approach to accelerate platform adoption and migration of catalogue items.
Supported by our Service Design capability, Serata provides highly configurable workflows tailored to meet the unique needs of every organisation, ensuring that each entity can optimise their IT service management processes to align with their specific operational requirements.
HR Services
Serata's ServiceNow instance for government HR services offers a streamlined approach to accelerate platform adoption and migration of standard HR processes.
Highly configurable workflows can be tailored to meet unique roles. This includes smooth, self-service onboarding processes pre-configured for government organisations, enabling new employees to efficiently complete their onboarding with orchestrated service design, allowing for more personal intervention as required.
Legal Services
Serata's ServiceNow instance for government legal services offers a streamlined approach to accelerate platform adoption and migration of standard government legal processes.
Serata provides highly configurable workflows tailored to meet the unique needs of in-house government legal services, ensuring that each department can optimise their organisationally unique service design to manage in-house counsel and services efficiently and effectively.
Customer experience is everything to us… chat is not a feature but a standard offering designed a primary customer service channel for 24 / 7 self service
Serata's pre-built corporate services for government instance includes intelligent chat as a standard feature in every deployment, redefining the support experience with automated resolutions to common issues. This feature enables users to access self-service anytime, providing resolutions in seconds without waiting for an available live agent. Organisations can see immediate business value with instant ROI, thanks to guided setup, prebuilt conversations, integrations, and configuration tools. By routing issues to a chatbot automatically, Serata's solution increases deflections and boosts agent productivity, significantly reducing call volumes and enhancing overall efficiency.
Serata’s ever green platform service includes generative AI that can be employed in our managed service offering once foundational services are established and operations generate your unique customer data trends to further enhancing the intelligence and effectiveness of user interactions.
Customised User Interfaces drive employee adoption, familiarity and corporate brand values
With Serata, we take the time to invest in the user experience with bespoke branding, icons, colour pallets, fonts and imagery developed from your corporate brand and style guides. Every user interaction matters, so we sweat the detail to ensure your staff and customers experience the best your digital services can be…
Serata playbook
for IT Service Managment
The Serata ITSM playbook integrates a proven agile methodology to analyse the configuration management database (CMDB) and catalogue, facilitating the migration or development of new items through iterative sprints. Leveraging techniques such as burndown charts and reportable progress tools, this methodology ensures transparency and accountability for executive and project management stakeholders.
By employing agile principles, teams can efficiently manage the complexity of CMDB analysis and item migration or creation. Sprint-based iterations enable focused efforts on specific tasks, allowing for rapid adaptation to evolving requirements and feedback loops. Burndown charts provide real-time visibility into progress, highlighting trends and potential bottlenecks to inform timely decision-making.
Critically for government, the utilisation of reportable progress tools enhances communication and collaboration among team members and stakeholders. These tools generate comprehensive insights into project status, milestones achieved, and potential risks, empowering executives and project managers to make informed decisions and allocate resources effectively.
Overall, the integration of agile methodologies into CMDB analysis and item management within the Serata ITSM playbook ensures efficient execution, transparent progress tracking, and alignment with organisational goals.
Public Services
Corporate Services crafted by Serata for government agencies on the ServiceNow platform offers a specialised, comprehensive solution designed to streamline and optimise government services and workflows with minimal effort and investment. Built upon the ServiceNow Public Sector Digital Services Core application and the Performance Analytics Content Pack for Public Sector Digital Services, this out-of-the-box ServiceNow managed service includes pre-configured modules for essential government functions, seamless integration capabilities, compliance and governance frameworks, robust training and support, and scalable solutions to meet the needs of any agency size. It also ensures continuous updates and optimisation to keep pace with best practices and technological advancements.
Designed for deploying ServiceNow effectively, efficiently and strategically whilst reducing total cost of ownership, simplifying management, enhancing user experience, and fostering flexibility and innovation, it is the ideal solution for government agencies looking to improve efficiency, service delivery, and adapt to digital transformation with ease.
Serata Playbook
for Public Services
The Serata Public (Citizen) Service playbook includes flexible deployment options including on premise, ServiceNow Cloud and deployment in the AG Azure Protected cloud. With all three deployment options Serata offers managed services to allow your staff to do what they're employed to do, deliver great government service to Australians.
