Modernising IT Service Management in Local Government

Michael Woods and Kathy Thorsby present at the NSW Local Government ICT Professionals quarterly in Thredbo

Late May 2017 saw the combination of Service Management and Local Government in Thredbo for the NSW Local Government ICT Professionals quarterly meeting. CSA were asked to present attendees with a view of industry-leading technology and how Councils can mature their Service Management processes.

Michael Woods, Service Management Portfolio Manager at CSA, detailed how IT Service Management provides the foundation for operational IT excellence and how it can enable productivity improvements for employees. And further to productivity, how it’s possible to harness Service Management more broadly to transform the interactions and experiences for all customers of IT.

The presentation also covered an overview of ServiceNow for Government, the leading global service automation platform, with over 43% of global ITSM market share as per Gartner 2016. Michael and Kathy summarised three key drivers for modernising IT Service Management with ServiceNow – improve customer Experience via omnichannel engagement; enable Automation to reduce overhead costs and increase efficiencies; and gain deep Insights through a single platform that delivers intelligent dashboards and benchmarking.

Wondering how this may benefit your Council or other Government entity?

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CSA has a history of more than 30 years of partnering with local government, currently providing IT services to over 50% of NSW councils plus a large number of councils in Victoria and Queensland. This experience in the sector means that we understand the specifics needs and challenges of the industry better than anyone.

CSA is a trusted partner and advisor to Local Government – by only partnering with the best technology vendors and focussing on always delivering value to clients, you are assured to receive the right solution, every time.


Further reading: Service Management

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About the Presenters

Michael Woods is Portfolio Manager Service Management at CSA. He is a passionate and driven technologist focused on transforming and maturing processes to enhance how users and customers engage with both IT and the broader aspects of an enterprise.

Michael Woods

Portfolio Manager - Service Management

Kathy Thorsby has over 20 years’ experience working in ICT in State and Local Government. As Business Development Manager for CSA I work with my clients to provide resilient, fit for purpose guidance and solutions to the challenges and opportunities presented by Information technology platforms and applications.

Kathy Thorsby

Business Development Manager