Department of Education Tasmania automates ServiceNow record capture into OpenText Content Manager

The challenge

The Department's Human Resources team was using multiple shared mailboxes to receive and manage employee requests.

During peak periods, the team could receive between 500 and 700 requests each day. Managing this volume through email made it difficult to:

• Track individual requests and their status

• Monitor workloads across the HR team

• Maintain consistent records of requests and updates

• Apply appropriate privacy, security and retention controls

The Department wanted to move its HR request workflow into ServiceNow while ensuring the resulting records continued to be captured and managed in OpenText Content Manager.

The solution

FYB Service2CM integrated ServiceNow with OpenText Content Manager, connecting the Department's operational HR workflow with its records management system.

Employees could submit and follow their requests through ServiceNow, while the relevant request information and updates were automatically captured in Content Manager.

This enabled ServiceNow to support the day-to-day management of HR requests while Content Manager remained the authoritative system for retaining and governing the associated records.

The outcomes

The integration provided the Department with:

Improved request tracking

HR requests and their progress could be monitored through a centralised ServiceNow workflow rather than across multiple mailboxes.

Automatic records capture

Relevant HR request information was captured in Content Manager as part of the workflow, reducing reliance on separate manual recordkeeping processes.

Stronger information governance

HR records could be managed within Content Manager using the Department's established privacy, security and retention controls, supporting compliance with Tasmanian Archives and Heritage Office recordkeeping requirements.

Better visibility of workloads

The ticketing workflow made it easier to understand request volumes, monitor progress and distribute work across the HR team.

A simple experience for staff

The solution required minimal training and allowed employees to receive a complete record of their request and subsequent updates.

"HR Operator confidence levels have soared and there has been a greater volume of team members voluntarily picking up additional work." - McLaren Burgoyne, Manager, Project Management Office, Department of Education Tasmania

Connecting ServiceNow with Content Manager

FYB Service2CM enables organisations to manage requests through ServiceNow while automatically capturing the associated records in OpenText Content Manager.

This helps organisations improve operational workflows without separating business processes from their information governance and recordkeeping requirements.