For some time, our client – a well-known computer technology company – had been struggling with an outdated, clunky ITSM platform. Sensing that they were about to fall behind the market in terms of agility and service quality, they purchased ServiceNow. However, they had decided to outsource the management and maintenance of it to a third party. Now, they found themselves in further difficulties, as making even small, incremental changes to the system had become prohibitively expensive and time consuming.
Realizing they were no longer in control of their investment– and facing increasing demands from frustrated internal customers – they came to KPMG.