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ServiceNow and KPMG Reveal Results of Joint Survey on the Changing Role of IT

July 30, 2014

KPMG LLP, the U.S. member firm of KPMG International Cooperative and a provider of audit, advisory and tax service, together with ServiceNow, a platform-as-a-service provider of IT service management software, conducted a joint survey on the changing role of IT.


The survey results highlighted that the IT teams currently are seeing huge opportunity to drive enterprise-wide services. More than 93 percent of respondents said the role of IT is changing from being an administrator of infrastructure, to becoming a driver of enterprise services. The survey also mentioned about the transformation that  IT teams are going through now as they have started delivering automated enterprise-wide services offered through consumerized self-service portals that span IT, human resources, facilities and other departments.

“IT teams have an unprecedented opportunity to provide strategic value to the organization by creating and managing the systems that deliver enterprise-wide services,” Rick Wright, global cloud enablement leader, KPMG LLP, said in a statement.

“The advantage is that many IT departments already have implemented a systematic approach to delivering enterprise services with a proven IT service model,” Wright added.

Nine out of ten respondents agree that many business processes commonly transacted through email could be better run by service automation. Nearly 75 percent of the survey respondents said at least half of their company’s business processes still rely on email instead of service automation. The survey showed near unanimous agreement that IT can leverage the familiar service model they work in to help improve the quality and efficiency of other internal service providers through automating their service delivery process.

More than half of survey respondents said that HR was the best department outside of IT to start with in the implementation of service management. Facilities and purchasing came in second and third respectively as candidates for services management.

Also, the survey report revealed that 56 percent of respondents planned to implement enterprise service management within 12 months.

Beth White, chief marketing officer, ServiceNow, also believes that IT professionals have a clear opportunity to deliver greater efficiencies to their organizations by replacing antiquated email-based request process with service automation.

Both the companies also revealed their plans to conduct a discussion of the trends uncovered in this survey on Twitter (News - Alert) on July 31 from 11 am to 12 pm PT.



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