ANU Service Desk

Upon completion of phase 1, the project launched a single phone number 54321 and new system ServiceNow. This phase delivered a single service template, a shared knowledge base, and a configuration management database. All ITS supported areas were transitioned into the ServiceNow tool as of 28 June 2013.


What is the ANU Service Desk project?

The ANU Service Desk Project will deliver a single coordinated IT Service Desk using a common Information Technology Service Management (ITSM) tool to the ANU community. The goal for the Service Desk is that 75% of IT-related incidents/calls will be resolved at the first point of contact.

Why are we doing the ANU Service Desk project?

Currently, ANU has more than 16 separate client service and helpdesk functions providing a support service to over 28,000 users across many sites. The ANU Service Desk Project aims to develop a single Service Desk that will provide the staff and students of ANU with an enhanced level of service and foster a service-oriented culture through the use of standardised policies and procedures.

The ANU Service Desk will make use of best practice initiatives including a single telephone number; utilisation of a single service template; the development of a shared knowledge base, and a configuration management database.


The aim of the ANU Service Desk Project is to achieve the following primary outcomes as a result of the project deliverables.

Outcome 1: Delivery of a coordinated end user engagement process for all ICT support requests

The project will simplify the existing ICT support engagement processes by delivering a single point of contact for telephone and internet support requests.

Outcome 2: Improved Service Desk efficiency

The consolidation of all ICT support software into a centrally administered ITSM software system will significantly improve ticket escalation, response and resolution rates across the ANU Service Desk.

Outcome 3: Consolidation of ICT service desk staff into a single team

The project will consolidate all ICT support staff into a single, service orientated team. The ANU Service Desk will provide a transparent and consistent service delivery experience to all staff and students across the campus through the utilisation of agreed processes and proactive customer service.

Summary of benefits

Concept Paper Benefit Outcome/Benefit Project Objective

Single phone number for all ICT support requests.

  • A easy to remember phone number for all ANU Network users to contact the ANU Service Desk
  • Lower support costs due to the consolidation of legacy IVR connections

Delivery of a Single phone number for all ICT support requests.

Efficiency in the resolution and management of ICT requests

  • Improved request resolution time
  • Improved customer satisfaction
  • Improved ticket resolution rates

ANU Service Desk efficiency

Consistent service delivery experience

  • Improved levels of professionalism
  • Process efficiency within the ANU Service Desk
  • Increased level of Service Orientated communications

Consistent service orientated experience when communicating with clients of the ANU Service Desk

Transparency of the IT Service Management Process and strong reporting and trend analysis capabilities will facilitate the strategic management of the ANU Network.

  • Improved ability to find and access relevant information quickly
  • Improved analytical reporting and trend analysis capabilities across the ANU Network
  • Greater understanding of the resolution and escalation processes by end users
  • Increased strategic planning capability for managers of the ANU ICT environment.

Provision of appropriate status reporting and trend analysis reports within ServiceNow