---James Riley,  Kelly Mills

    Centrelink is to acquire an enterprise-wide IT service management system to tame its runaway technology infrastructure.
    The agency has issued a tender for a complete suite of IT service management tools to oversee the maintenance of existing systems, and for the smooth deployment of emerging technologies.
    The ITSM program comes as Centrelink draws criticism for processing mistakes that have resulted in the wrong payments going to clients.
    The agency has come in for a battering in its internal audit reports for the apparent disconnection in systems and processes between different service delivery channels.
    The fourth-largest IT infrastructure in Australia, Centrelink has expanded in recent years not only as it has added more service, but because of its evolution from a back-end processing environment to include web-based and call centre transactions......

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