ServiceNow IRM and SecOps for the public sector: Smart risk management builds public trust

Across Australia and New Zealand, public sector leaders are under increasing pressure to modernise service delivery while safeguarding against a rapidly evolving cybersecurity threat landscape. This challenge is not unique to ANZ. It reflects a broader global struggle to balance innovation with risk resilience.

A complex risk landscape in government

Public agencies in the region face a multilayered and interconnected risk environment:

• Vulnerabilities in critical infrastructure and third-party software
• A severe workforce shortage, with over 500,000 roles projected in Australia and 70,000 in New Zealand by 2035
• Fragmented legacy systems, causing inefficiencies and non-compliance risks
• Disconnected data silos that hinder early risk detection and incident response
  
  

The 2025 Customer Experience Report for ANZ public sector shows that disjointed tools and outdated processes are leaving citizens dissatisfied and public servants overwhelmed. The average satisfaction score is just 5.2 out of 10, and over half of respondents said long wait times negatively impacted their mental wellbeing.

Without addressing digital bottlenecks and governance gaps, governments risk losing public trust. Fortunately, platforms like ServiceNow Integrated Risk Management (IRM) and Security Operations (SecOps) offer a scalable and secure way forward.

What is ServiceNow IRM?

ServiceNow IRM is an integrated platform that enables government and enterprise organisations to proactively manage risk, ensure regulatory compliance, and maintain business continuity. It replaces fragmented tools with a unified risk management system that scales with operational demands.

Key features and benefits include:

• Real-time risk visibility through continuous monitoring and early-warning alerts
• Automated control testing, aligned with standards like PSPF, NIST, and ISO 27001
• Regulatory change tracking, helping ensure compliance with laws such as the Australian and New Zealand Privacy Acts
• Third-party risk management, including live assessments and monitoring of vendor exposure
• Policy-to-issue linkage so that teams can prioritise based on business impact
  
  

As the 2025 ANZ Public Sector Report puts it:

“Disconnected, siloed tools fragment the customer experience and limit visibility. The ServiceNow platform provides a unified layer for connected, consistent, and efficient operations.”

Smarter risk operations with Now Assist for IRM

With AI-powered tools like Now Assist, ServiceNow IRM evolves beyond traditional risk management. It leverages GenAI to boost productivity and decision accuracy in Governance, Risk, and Compliance (GRC) tasks.

Capabilities include:

• Automatically summarising risk issues based on incident data
• Recommending tailored risk assessments by context and business unit
• Suggesting policy drafts based on regulatory frameworks
• Accelerating and standardising compliance reporting
  
  

By reducing manual workloads and enhancing consistency, IRM with AI enables governments to meet rising demands for speed, transparency, and accountability.

SecOps: From reactive to proactive security

While IRM focuses on governance and compliance, SecOps strengthens incident response by integrating automation and threat intelligence into security workflows.

Notable capabilities:

• Automated incident resolution, reducing response times from hours to minutes
• Vulnerability response prioritised by service impact
• Threat intel integration for improved accuracy in threat detection
• Security playbooks to standardise response and reduce reliance on manual actions
  
  

With IRAP PROTECTED certification, ServiceNow’s SecOps platform is fully aligned with ANZ’s highest security standards. It is well-suited for protecting sensitive citizen data.

Proven outcomes in the ANZ public sector

According to the 2025 Customer Experience Report – Public Sector: Australia & New Zealand (ServiceNow):

• Agencies using AI-enhanced digital workflows saw a 49% improvement in compliance and risk management
• 41% increase in public service delivery speed and quality
• 70% of organisations achieved ROI faster than expected
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A real-world example: Gold Coast Health partnered with ServiceNow to digitise patient intake, saving 100,000 labour hours, boosting operational efficiency by 30%, and fully modernising their workflows.

Building trust and operational resilience

Deploying ServiceNow IRM and SecOps is not just about implementing new tools. It is about fundamentally transforming how public services operate:

• Responding faster to incidents and disruptions
• Reducing enterprise-wide risk
• Delivering transparent, citizen-centric digital services
• Restoring and strengthening public trust

Conclusion

The future of public service demands a new standard where cybersecurity, operational excellence, and citizen trust work together. ServiceNow IRM and SecOps are purpose-built to deliver on this promise, empowering government leaders to make smarter, data-driven decisions with confidence.

As the leading ServiceNow implementation and advisory partner in Australia and New Zealand, particularly in risk, security, and compliance, Novabridge supports public agencies in modernising their governance practices with sustainable, AI-ready solutions tailored to standards like PSPF, NIST, and the NZ Privacy Act.

📘 Explore our case study: Modernising project & risk management with ServiceNow SPM & IRM – Defence Digital Group

Smart risk management builds public trust. Contact Novabridge to begin your transformation journey.

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