Case Study: Echo Entertainment Group achieves rapid IT maturity and enterprise-wide service automation with ServiceNow

Echo Entertainment Group - Customer Case Study

Echo Entertainment Group, spun off from TABCORP, faced a tight deadline to replace its interim iSmart ITSM tool before licenses expired. A six-person implementation team had just 2.5 months to roll out a new system to support 120 IT staff, 2,500 workstations and ~8,000 employees across Australia, while consolidating fragmented processes and tools.

The team launched MOSAIC on the ServiceNow platform using mostly out-of-the-box functionality, deploying incident, request, change, problem, configuration management, self-service and reporting. The rollout went live on time and under budget and quickly expanded beyond IT to HR, payroll and accounts payable—processing 18,000 AP records, 2,500 HR requests and 5,600 payroll tickets in three months—while consolidating SharePoint forms, improving SLA reporting and setting a foundation for CMDB integrations and broader enterprise service automation.

Echo Entertainment Group

Eric Lewis

Manager of Service Management