Case Study: Southern Cross Austereo achieves service-oriented ITSM transformation with ServiceNow

Southern Cross Austereo Tunes in ServiceNow for ITSM Transformation

Southern Cross Austereo, a major Australian radio, television and digital media company reaching 95% of Australians, needed to reshape its IT function from a reactive ICT model to a service‑oriented Technology Services Department. Using basic tools and an in‑house workflow system, the team lacked the data and incident‑lifecycle management needed to understand where problems occurred, meet SLAs, and align IT with business needs.

Working with partner ValueFlow, the company implemented ServiceNow modules (Incident, Problem, Change, Orchestration, Service Catalog and Marketing Services Management), launched an employee portal and public dashboards, and trained staff in ITIL practices. The rollout—delivered on time and on budget—established metrics and roadshows that drove adoption; first‑call resolution and time‑to‑resolve targets are now met about 90% of the time, internal engagement and visibility have improved, and ServiceNow is being extended beyond IT as part of an ongoing transformation.

Southern Cross Austereo

Stephen Haddad

Head of Technology