At the University of the Sunshine Coast, our IT service model has deliberately evolved from a reactive service desk to a proactive, experience led approach. By leveraging digital experience data, we identify trends, recurring issues, and early indicators of degradation across devices and services, enabling earlier intervention and reducing repeat incidents.

UniSC is now progressing into a pre emptive model, where telemetry, AI, and automation resolve issues before users are even aware of them. By combining real time experience signals, AI driven diagnosis, and automated user interaction, many issues are detected and remediated without a ticket being raised, with ServiceNow reserved for higher value, complex cases supporting continuous digital experience improvement and a more resilient, frictionless university environment.