Enterprise Service Management

After deep and broad consultation, as well as extensive independent research and analysis, the executive of WSU has made a strategic commitment improving the quality of our services for all staff and students.

These improvements will be realised through the Digital Transformation of many of our business processes and better access to knowledge over the coming months and years.

We have determined that we will build our Enterprise Service Management (ESM) capability on the global leading ServiceNow platform – already used in some of our service provider departments since 2013.

Our Digital Transformation journey will be undertaken with a staged and progressive approach, indicated in the ESM Roadmap(opens in a new window), commencing with service delivery areas that will deliver the most readily achievable and significant value first including:

  • Project and Portfolio Management – delivered and live!
  • ITSM   IT Service Management
  • HRSD           Human Resources Service Delivery
  • DVCA           Academic Services to support Learning & Teaching needs
  • SEO              Student Experience Office Services for our students
  • SPS               Strategic Procurement Services
  • OMC             Office of Marketing and Communications

The ESM Program is being lead and managed from the Project Management office and has a senior executive Steering Committee with wide Service Provider organisations as well as academic representation.

Our intention is to extend the capability to all relevant areas in WSU as determined by the Steering Committee through our Program Governance Structure and Assurance Framework.

The working brand for the ESM Platform is:

The work is commencing to design an easy to use contemporary Portal for all Services and Knowledge Management for each Service Area as they are brought into the platform.

The ESM Program is working with many partners within and outside WSU to bring together the best possible solutions in our complex environments.  Already these include:

  • ITDS
  • Student Management System (SMS) Program
  • Research Management Program
  • ServiceNow
  • Deloitte
  • CSA
  • and many more.

Our Human Centric approach (see our Guiding Principles(opens in a new window)) to design and implementation means that we will develop and deliver highly accessible services and information anywhere all the time on any device.
We will improve visibility to everything that we need to provide quality services and enable good decisions to be made in and for our organisation.

Quick overview of the ServiceNow platform


Geoffrey Brown | Program Manager (ServiceNow)
Project Management Office | Division of Finance and Resources
Hawkesbury Campus | M: 0416 107 030
E: geoffrey.brown@westernsydney.edu.au

Ian Sharpe | Associate Director, Business Transformation
Hawkesbury Campus | Phone: (02) 4570 1137 Mobile: 0403 113 035
E: i.sharpe@westernsydney.edu.au

Natalie Egan | Senior Business Project Officer
Hawkesbury Campus | Phone: (02) 9678 1358
E: n.egan@westernsydney.edu.au

Kerrie Bradley | Practice Adoption Manager
Project Management Office | Division of Finance and Resources
Hawkesbury Campus | M: 0416 176 399 E: k.bradley@westernsydney.edu.au

Marg La Rosa | Senior Project Co-ordinator
Hawkesbury Campus | P: (02) 4570 1815 M: 0419 019 417
E: m.larosa@westernsydney.edu.au

More information and news updates can be found in the corresponding Yammer group.

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