RFDA Solution Briefing - Service Quality

Royal Flying Doctors ITSM Roadmap

RFDS Servicely ITSMPrepared by Service Quality | Strategic Partner for AI-Native Service ManagementMoving from incremental Jira enhancements toward a fit-for- growth Enterprise Service Management foundation Introduction call: 18/08/2026Operational clarity. Scalable impact.

EXECUTIVE SUMMARY Jira is serving RFDS today, but the question is whether continued incremental enhancement will provide the visibility, control and scalability required for the organisation’s next stage of growth. Servicely provides an Australian-developed, ITIL-aligned enterprise service management platform that can establish a stronger operational foundation now and introduce automation, AI and broader enterprise workflows progressively as RFDS is ready. The immediate objective is not to replace working processes for the sake of change; it is to validate whether a purpose-built platform can reduce administrative friction, strengthen reporting and prevent service performance from degrading as demand grows.

WHAT WE HEARD Growth will increase service demand: RFDS currently supports more than 600 employees, with commercial opportunities potentially increasing the workforce by 25–30% in a short period. The support model is lean and distributed: A small service desk operates across Adelaide, Port Augusta, Darwin and Alice Springs, with other internal teams and external vendors contributing to an estimated 20 resolver users. The current platform requires workarounds: Requests arrive through the portal and email, alongside walk-ups. Change management is not yet fully embedded in Jira, and asset management is regarded as clunky. Visibility needs to improve: Reporting, dashboards and the ability to see where time and effort are being consumed are not where the team needs them to be. Administration needs to become more responsive: Internal capability is supplemented by ad-hoc blocks of partner support, which can slow enhancements and create ongoing dependency. The future environment must be broader than ticketing: RFDS manages approximately 70 applications and requires stronger lifecycle workflows, including onboarding, offboarding, tasks, assets and service performance. STRATEGIC CONTEXT

RFDS Priority Relevant Capability Potential Operational Value Consistent service delivery ITIL-aligned incident, request, problem, change and SLA management Clearer ownership, escalation and service performance across distributed teams. Actionable reporting Configurable dashboards, reports and service-level measures Better visibility of workload, ageing, bottlenecks, trends and resource demand. Simpler administration Low-code/no-code workflow and catalogue configuration Faster internal changes with less reliance on specialist development or ad-hoc consulting. Asset and application context Integrated ITAM and CMDB, with Microsoft Intune integration available Stronger lifecycle visibility and better- informed incident and change decisions. Joiner–mover–leaver workflows Cross-team requests, approvals, tasks and automation More consistent onboarding and offboarding as employee numbers grow. Future AI adoption AI-native architecture, permission-bound actions and bring- your-own approved LLM model A controlled path to AI assistance aligned with RFDS governance and model decisions. WHAT SERVICELY COULD ENABLE

A STAGED PATH - NOT A “BIG BANG” TRANSFORMATION Foundation Establish the core ITSM platform: service portal, incident and request management, structured change, service levels, knowledge, dashboards, asset/CMDB foundations and the initial catalogue. 1 2 3 Align Expand workflow automation, strengthen reporting, integrate priority systems and bring onboarding/offboarding and other high-value processes onto the platform. Extend Introduce approved AI use cases and, where valuable, extend the same platform to services such as HR, Facilities, Risk and Compliance or other corporate services teams.

INDICATIVE COMERCIAL PATHWAY The figures below are intended to support early feasibility discussions only. Final pricing will depend on confirmed user numbers, scope, contract term, integrations, migration requirements and vendor approval of applicable not-for-profit concessions. Item Early Indication Important Context Servicely ITSM Subscription Approx. $22k–$24k p.a. Initial estimate for approximately 20–22 named users, subject to formal validation and concessions. Enable Implememention $25,000 fixed outcome Production-ready core ITSM implementation, commonly delivered in approximately 2–4 weeks where inputs and decisions are available. Current Atlassian- related spend $2,100 per month / $25,200 p.a. Reported spend includes Jira, Confluence, Tempo and Discovery, so this is not a direct like-for- like comparison. Contract Structure To be confirmed RFDS generally prefers annual terms. Any exception to Servicely’s standard term and any not-for- profit pricing require approval.

NEXT STEPS Run a focused 90-minute product demonstration with the team in early September 2026. The session will use RFDS scenarios rater than a generic feature tour, covering: DEMONSTRATION SCOPE: Incident and request intake across portal, email and assisted channels; Change management with approvals, risk and service/asset context; Dashboards, SLA visibility and operational reporting; Asset and application lifecycle visibility, including the role of Intune; Role Based Access Controls (RBCA) for secure data segregation Employee onboarding and offboarding across multiple resolver groups; Administration and workflow configuration; and The governance controls and architecture available for future AI adoption. Following the demonstration, RFDS can decide whether there is sufficient operational and commercial value to undertake a more formal assessment and scope a transition from Jira Service Management to Servicely ITSM.

WHO WE ARE Servicely exists to solve a specific problem: how organisations regain control and operate effectively as complexity and automation scale. As Australia’s first AI-native service management and workflow automation platform, Servicely was built to fundamentally rethink how organisations operate in the era of AI. Founded by industry veterans with deep roots in platforms like HP OpenView and ServiceNow, Its purpose is to eliminate operational silos, streamline complex workflows, and augment human performance through intelligent automation that learns from how teams work. Designed to be flexible, low-code, and user- friendly, Servicely enables organisations to accelerate outcomes and reduce manual effort: positioning itself as a next-generation platform for driving efficiency, productivity, Australian digital sovereignty, and transformation across the enterprise. 35,000 14 50% 2019 Tickets per month - one customer - global teams Countries with customers using Servicely Productivity increase for teams Servicely Founded in Australia Service Quality is Servicely’s premier strategic partner across APAC, bringing more than 20 years of experience delivering ITSM and ESM solutions throughout Australia and New Zealand. With a track record spanning thousands of implementations, Service Quality acts as a trusted partner to hundreds of organisations, supporting the design, deployment, and ongoing optimisation of mission-critical service workflows. This is underpinned by a 100% onshore, award-winning team delivering professional services, 24/7 support, and continuous improvement through an innovative approach to customer success.

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CLOSING COMMENTS RFDS does not need to change platforms simply because Jira has limitations. The more important question is whether continuing to enhance the current environment will provide the visibility, process control and scalability required as the organisation grows. With potential workforce growth of 25– 30%, now is an appropriate time to assess whether the current model can support increased demand without creating additional administrative burden or service risk. The proposed demonstration will allow RFDS to evaluate Servicely against its own operational requirements and determine whether it offers a credible path forward. If sufficient value is identified, Service Quality can then work with RFDS to validate the commercial model, transition scope and contract structure before any formal commitment is considered. Further Information Servicely IT Service Management overview: https://www.servicely.ai/solutions/it-service-management-itsm Servicely platform, architecture and AI controls: https://www.servicely.ai/ Servicely CMDB overview: https://www.servicely.ai/itsm/cmdb Informed change management with an integrated CMDB: https://www.servicely.ai/videos/informed-change-management-with- integrated-cmdb

CONTACT USWe genuinely look forward to helping you achieve your objectives delivering smarter service with stronger impact.Hoani BarkerDirectorService QualityHoani.Barker@servicequality.com.au0419 209 241www.servicequality.com.auPrepared by Service Quality | Strategic Partner for AI-Native Service ManagementOperational clarity. Scalable impact.