We were brought in to assess the service management plans the client already had in place, discover what would be needed to enhance them, and create a transition road map that aligned with their priorities. As their previous contract drew to an end, the client faced the prospect of not having an ITSM platform in place. This was not an option: The deadline for the transition was fixed and had to be met. We began in February and needed to go live by July. This left no margin for error to successfully implement ServiceNow across six different IT process areas and for about 1,500 IT users in North America. A project of this size would typically take a year to complete, but we dove right in!

Our Approach

Achieving their objectives required a significant amount of “jump-start” tools and an agile development approach. KPMG brought both. We decided to gather and respond to requirements from the client in real time. Instead of building the platform all at once, we began with identifying the client’s needs, prioritizing them, and developing solutions for them as they came in. We started with our view of critical functionality and leading practice and then confirmed what the client’s absolute “must-have” capabilities were. We challenged the status quo with new ideas and ways of thinking. We then underwent a 12-week sprint cycle to make those key protocols functional, providing regular views of the build through “show-me” sessions and adjusting priorities as needed. Around all this, we supported organizational change, training, and testing activities to help ensure adoption despite the aggressive time line. Once the basic processes were complete, we then introduced elements that we knew could support that infrastructure. This would test our flexibility, experience, and capabilities to the fullest.

The Results

By the end of the project, we had deployed a true platform to run the IT business. The solution included the configuration of six core ServiceNow applications, service catalogue of over 70 services for end-user consumption, over 150 reports including a custom view of “business disruption”, and a configuration management database with 20 CI classes and over 60,000 CI records. The solution provided an improved experience for their users. It gave the client a detailed map of their applications and infrastructure, helping them understand impact, potential, and relationships. It provided levels of consistency and automation that they had not seen before. We were then able to start passing control to the client, helping them build out an ITSM governance structure and allowing them to manage the system themselves, enhancing it to their needs as they evolved.