Industries

Helping clients meet their business challenges begins with an in-depth understanding of the industries in which they work. That’s why KPMG LLP established its industry-driven structure. In fact, KPMG LLP was the first of the Big Four firms to organize itself along the same industry lines as clients.

How We Work

We bring together passionate problem-solvers, innovative technologies, and full-service capabilities to create opportunity with every insight.

Learn more

Careers & Culture

What is culture? Culture is how we do things around here. It is the combination of a predominant mindset, actions (both big and small) that we all commit to every day, and the underlying processes, programs and systems supporting how work gets done.

Learn more

ServiceNow | Insurance industry case study

Harmonizing IT processes for an international insurance firm

Client

A leading insurance company

Sector

Insurance

Project

Harmonizing IT processes

The challenge

A leading insurance company wanted to implement an ITSM platform that could streamline processes across different business units and vendors worldwide. At the time, their existing systems had fallen out of sync and were highly customized, creating delays, frustration, and unnecessary expense. Problems were arising in areas from onboarding to event management, and performance reporting became almost an impossible task.

Our solution

During the first phase of the project, we looked closely at the existing architecture, focusing our efforts on understanding the processes that were already in place, what was not working, and what changes were required to create an effective solution. To achieve this, we conducted a series of in-depth workshops with users at business centers across the globe, testing, reviewing, and re-engineering our platform to suit their different concerns, needs, and priorities.

Success through collaboration

Our solution was based directly on our close collaboration with users on-site. Working with them, we were able to establish a single global process for all of their core IT infrastructure library (ITIL) procedures, including global reporting and metrics. Not only did this streamline the user experience, it also gave the company broad visibility of data across their different units and supplier landscape. To support self-service, we also designed an extensive and detailed organizational change management (OCM) strategy, which included a highly successful train-the-trainer program. The enterprise-wide solution automated routine processes wherever possible and reduced the items in their service catalog by more than half, resulting in a streamlined and positive end-user experience.

Short time frames, lasting change

The client’s challenge was for us to implement the breadth of ServiceNow’s ITSM platform across a complex, global organization in an extremely short window of time. To meet that challenge, we drew on our team of KPMG professionals and developers, some with over nearly a decade of experience in implementing ServiceNow. By combining this know-how, our business knowledge, and ServiceNow’s technology, we were able to work collaboratively with this international client to help aggressively transform the way they deliver IT services, creating a unified platform that could support and drive large-scale organizational change well into the future.

Insurance industry case study

Harmonizing IT processes for an international insurance firm

Download PDF

Meet our team

Image of Joe Koester
Joe Koester
Principal, Advisory, Platforms, KPMG US

Explore other services tailored to your business​

Thank you!

Thank you for contacting KPMG. We will respond to you as soon as possible.

Contact KPMG

Use this form to submit general inquiries to KPMG. We will respond to you as soon as possible.

By submitting, you agree that KPMG LLP may process any personal information you provide pursuant to KPMG LLP's Privacy Statement.

An error occurred. Please contact customer support.

Job seekers

Visit our careers section or search our jobs database.

Submit RFP

Use the RFP submission form to detail the services KPMG can help assist you with.

Office locations

International hotline

You can confidentially report concerns to the KPMG International hotline

Press contacts

Do you need to speak with our Press Office? Here's how to get in touch.

Headline