Service Now update

JCU has a service transformation program, set up to give a particular focus to the improvement of services to staff across JCU, acting as an advocate for improved customer/colleague experience (CX) and assisting with the implementation of improved services.

Service transformation means working towards:

• Accelerating processing times, reducing administration and making service requests simple;
• Making information easy to find; and
• Delivering tools and technologies that support agile and collaborative ways of working.

Many services are being delivered via the ServiceNow platform at JCU. In mid 2024, an improved ServiceNow Enterprise Service Management platform will be introduced to enhance the self-service experience, with an expanded knowledge base, user-friendly portal, virtual agent and service requests.

More information about the whole program can be found at https://jamescookuniversity.sharepoint.com/sites/ServiceTransformation