ServiceNow has made a big difference for The Echo Entertainment Group. The owners of three casinos on the East Coast of Australia, Echo Entertainment Group use ServiceNow to streamline their operation in ways that have expanded beyond IT service management and into other departments. This expansion has been made possible thanks to Cloudsherpas. Eric Lewis, Manager of Service Management for Echo Entertainment Group and Jason Wojahn, President, ServiceNow Business Unit at Cloud Sherpas, sat down with Dave Vellante at Knowledge 15 to discuss how The Echo Entertainment Group has benefited from ServiceNow’s features.

How Echo found ServiceNow

Echo first implemented ServiceNow in January of 2012, when it was “bringing on a new tool to replace the legacy tool,” recounted Lewis. They started out with a straightforward tool, Service Management, and then “broadened into the business and a bit more of IT.” Specifically, Lewis said that ServiceNow helped Accounts Payable, HR, and Payroll automate their processes, move away from email, and become more efficient.

Why Echo Turned to Cloudsherpas

But they weren’t able to make all those changes right away. Before turning to Cloudsherpas during a relicensing process, Lewis said he wished he hadn’t tried “to get it all done [him]self.” Once Cloudsherpas won the Echo account, Wojahn said Echo had already began “extracting the value” from ServiceNow. When Cloudsherpas started working with Echo, Wojahn explained that there wasn’t “much unique” that they had to do. Echo was “using the platform in the way the platform is intended to be utilized.” The only thing Cloudsherpas had to do was “help them get to a place they couldn’t’ get on their own.”

ServiceNow Changed IT in The Echo Entertainment Group

The casino business “is a fast moving business and it had to be agile and quick,” said Lewis. And to support their business, IT has used the “soft sell” with ServiceNow to provide value to other parts of the business. As a result, “there has been a change in attitude from what they’ve had in the past.” Lewis remarked that there’s been a “snowball effect.” By proving the worth of ServiceNow, departments like HR have been able to use it to their advantage without feeling like they’ve been imposed on or managed through IT.

Going Mobile

Another way Cloudsherpas has helped Echo get the most out of ServiceNow is by looking toward mobile. As someone who uses SerivceNow in their own operation, Wojahn said that he had “logged into ServiceNow instance on the computer a half-dozen time in the last three weeks, but I’ve used it hundreds of times on my phone.” Management wants the “Approve button” on their phone he said, as opposed to logging in to their computer. His vision is for IT to become “a broker of skills,” “technology,” and “capabilities” — and not just at The Echo Entertainment group.

Watch the interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of ServiceNow Knowledge 15.

 .