The University of Tasmania improved IT service delivery by introducing a self-service Service Portal based on ServiceNow. The university sought to speed up response times, improve visibility into IT requests, and enable users to log and track help desk tickets more efficiently. The solution included a centralized service portal, a searchable knowledge base to help users resolve common issues independently, and a service catalogue outlining available IT services. As a result, the Service Portal became the most popular channel for engaging with the IT department, significantly reducing phone calls and emails while improving responsiveness, transparency, and overall user satisfaction across the university.

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