Datacom has chosen the ServiceNow AI Platform for service delivery transformation, enabling Datacom to enhance and transform service delivery for its own organisation and its customers throughout Australia and New Zealand.
The first phase of the ServiceNow AI Platform deployment is already underway and Datacom will continue to enhance functionality and migrate customers to its new agile IT outsourcing (ITO) offering throughout 2025, including provide training, education and support.
The migration to ServiceNow service management will act as a critical enabler for Datacom to accelerate a roadmap that will see its customers benefit from real-time dashboards, self-service capabilities and improved communication channels.
A unified platform will aim to also foster collaboration between Datacom's internal teams and its customers.
Automation and AI will intend to help optimise service delivery, reduce manual effort, and accelerate resolution times, while more secure platforms with embedded resilience and automated threat detection will help assure business continuity against rising risks.
Evergreen service models and cloud-native environments will enable rapid scaling, updating, and adaptation, with automation-led service delivery and agile workforce models helping to reduce operating expenses, enabling reinvestment in value-generating initiatives.
Customers will also get access to ServiceNow’s roadmap of Now Assist tools, including case-summarisation, virtual agents, AI agents, advanced search, and text-to-code generation.
Datacom will leverage ServiceNow AI agents across IT Service Management (ITSM), Customer Service Management (CSM), and Technology Provider Service Management (TPSM), to optimise operations and deliver service.
Datacom’s MD of managed operations, Stacey Tomasoni, said the transition to ServiceNow’s modern, integrated, AI enabled platform, paired with the launch of Datacom’s new ITO offering, will be pivotal in transforming experiences and outcomes for customers – benefiting both their employees and the customers they serve.
“At the highest level we are seeking to fundamentally shift the service experience for our customers and their employees," she said.
"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. With ServiceNow as a longstanding partner, our decision to collaborate was straightforward, grounded in our deep understanding of the platform’s value, gained through our extensive implementation experience.”
ServiceNow New Zealand's country manager, Kate Tulp, said organisations require simple, integrated, end-to-end solutions, that maximise technology investment and improve user experiences for both employees and customers.
"Through this partnership, we're helping Datacom to deliver exceptional service experiences underpinned by AI and automation to enhance operational efficiency," she said.