Datacom moves service management to ServiceNow

Datacom is now using the ServiceNow AI Platform for service delivery transformation, internally and externally, throughout Australia and New Zealand. 

The transition to ServiceNow’s modern, integrated, AI-enabled platform, was paired with the launch of Datacom’s ITO offering, said Datacom’s managing director of managed operations, Stacey Tomasoni. 

It will be “pivotal in transforming experiences and outcomes” for its customers – benefiting both their employees and the customers they serve,” she said.  

“At the highest level we are seeking to fundamentally shift the service experience for our customers and their employees,” said Tomasoni. “The changes we are making will see our services becoming more automated, more efficient and repeatable, shifting to an increasingly proactive state, resolving issues before they surface as problems.”  

“We view this partnership as a key enabler.” 

According to Tomasoni, with ServiceNow as a longstanding partner, the “decision to collaborate was straightforward, grounded” in the “deep understanding of the platform’s value, gained through our extensive implementation experience”.  

The first phase of the ServiceNow AI Platform deployment is currently underway, and Datacom will continue to enhance functionality and migrate customers to its new ITO offering throughout 2025. 

The migration to ServiceNow service management will act as an enabler for Datacom to accelerate a roadmap that delivers clear benefits such as real-time dashboards, self-service capabilities and improved communication channels to give them greater visibility and control over their services.  

A unified platform will also foster seamless collaboration between Datacom’s internal teams and its customers. 

Automation and AI will provide the ability for productivity and increased efficiencies. This will also help to optimise service delivery, reduce manual effort and accelerate resolution times. 

 At the same time, greater security and resilience will come through more secure platforms with embedded resilience and automated threat detection, helping assure business continuity against rising risks. 

The shift also brings increased digital agility and futureproofing, supported by evergreen service models and cloud-native environments that enable rapid scaling, updating and adaptation.  

Datacom will also leverage ServiceNow AI agents across the vendor’s IT Service Management (ITSM), Customer Service Management and Technology Provider Service Management solutions to optimise operations and deliver exceptional service.  

This will be available for both enterprise and small- to medium-sized business (SMB) customers. 

“We want to ensure that both our SMB customers can access all the benefits that ServiceNow and our futureproofed ITO offering can deliver,” said Datacom director core platforms Dave Payne.