Datacom has announced it 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 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 our customers – benefiting both their employees and the customers they serve,” said Datacom’s Managing Director of Managed Operations, Stacey Tomasoni.
“At the highest level we are seeking to fundamentally shift the service experience for our customers and their employees. 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.”
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 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:
Datacom will also leverage ServiceNow AI agents across, IT Service Management (ITSM), Customer Service Management (CSM), and Technology Provider Service Management (TPSM), to optimise operations and deliver exceptional service.
“We are delighted to partner with Datacom on their service delivery transformation," said Kate Tulp, Country Manager, ServiceNow New Zealand. “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.”
Datacom is excited to bring these benefits to enterprise customers and to SMBs.
“ServiceNow’s benefits extend beyond enterprise, so using our industry expertise, implementation and migration knowledge as a specialist ServiceNow partner 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.
“Higher productivity, increased efficiency and flexible, futureproofed service models that support scaling and growth are critical for the organisations we support.”
With more than 5000 employees, spanning multiple cities across the Asia Pacific region and supporting hundreds of corporate and government customers in Australia and New Zealand efficient operations are critical to Datacom’s business and customer support capabilities.
Unleash AI’s full potential with models tailored specifically to your business.
We go beyond generic, out-of-the-box solutions by developing AI that understands your unique business landscape. By focusing on precision and accuracy, we create powerful AI-driven strategies and solutions that solve your specific problems and give you a competitive advantage that one-size-fits-all approaches simply can’t match.
Many AI initiatives fall short due to poor integration, limited change management, and a reliance on disconnected tools. We cut through the hype with practical solutions that solve real problems and deliver measurable outcomes.
