Case Study: Sony Pictures Entertainment achieves rapid IT value chain automation in 60 days with ServiceNow

Sony Pictures Entertainment - Customer Case Study

Sony Pictures Entertainment, a global motion‑picture studio, faced a rapid, executive‑driven shift to a managed‑service delivery model that required IT to operate like a measured business within three months. The IT organization was fragmented—multiple ticketing systems, scattered spreadsheets for configuration and demand, and little process discipline—so the team needed a fast way to standardize SLAs, measure vendor performance and replace legacy tools.

Sony selected ServiceNow with partner Navigis and implemented the platform in 60 days (migrating 8,000 users in the first 30). By using out‑of‑the‑box workflows, a CMDB‑driven routing button, LDAP integration, a demand continuum and built‑in SOX approvals, they automated routing, consolidated incident/change/problem/demand processes and gained global visibility into work. The result: standardized, scalable IT operations, clearer vendor measurement and faster fulfillment—plus lessons learned about simplifying approvals to improve user adoption.

Sony Pictures Entertainment

Gustav Hoyer

IT Director