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Human Resources, Facilities And Purchasing Are The First Departments Outside Of IT For Applying Service Automation, According To 275 IT Professionals Surveyed At The Knowledge14 Conference In San Francisco. Source: KPMG LLP And ServiceNow.

KPMG LLP, the U.S. audit, tax and advisory firm, and ServiceNow (NYSE:NOW), the enterprise IT cloud company, today announced the results of a joint survey, shedding light on how IT professionals see their role changing across the enterprise as well as how they can improve organizational efficiency by shifting how work gets done. Join a discussion of the trends uncovered in this survey on Twitter on July 31 from 11 am to 12 pm PT with Farah Remtulla of KPMG's CIO Advisory practice, and Chris Pope, strategy leader, ServiceNow, by following #transformIT.

Highlights of the Survey:

  • IT teams see an opportunity to drive enterprise-wide servicesMore 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. IT teams are beginning to deliver automated enterprise-wide services offered through consumerized ‘self-service’ portals that span IT, human resources, facilities and other departments. These services manage business processes, enact changes, address problems or procure information.
  • Service automation can replace email to request and fulfill servicesNine out of 10 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 (98 percent) that IT can leverage the familiar service model they work in to help improve the quality and efficiency of other internal service providers such as HR and facilities through automating their service delivery process.
  • HR, facilities and purchasing are the first departments for applying service automationMore than half (56 percent) of survey respondents said that HR was the best department outside of IT to start with in the implementation of service management. Facilities (23 percent) and purchasing (13 percent) came in second and third respectively as candidates for services management.

“IT teams have an unprecedented opportunity to provide strategic value to the organization by creating and managing the systems that deliver enterprise-wide services,” said Rick Wright, global cloud enablement leader, KPMG LLP. “The advantage is that many IT departments already have implemented a systematic approach to delivering enterprise services with a proven IT service model.”

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