- 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.
The report revealed that 56 percent of respondents planned to implement enterprise service management within 12 months.“Even though we live our personal lives in a self-service economy, where consumer services are automated and service experience is easy and efficient, many organizations still rely on email to request and receive business services,” said Beth White, Chief Marketing Officer, ServiceNow. “IT professionals see a clear opportunity to deliver greater efficiencies to their organizations by replacing antiquated email-based request process with service automation.” The report surveyed 275 IT professionals at the Knowledge14 conference in San Francisco. In its eighth year, Knowledge is the largest gathering of IT professionals using cloud services for enterprise IT service automation and attracted 6,600 attendees April 27 to May 1. Read the full report, “Move Over Email: Service Management Brings Automation to the Enterprise.” About KPMG LLP KPMG LLP, the audit, tax and advisory firm ( www.kpmg.com/us), is the U.S. member firm of KPMG International Cooperative (“KPMG International”). KPMG International’s member firms have 155,000 professionals, including more than 8,600 partners, in 155 countries. About ServiceNow ServiceNow is the enterprise IT cloud company. We transform IT by automating and managing IT service relationships across the global enterprise. Organizations deploy our service to create a single system of record for IT and automate manual tasks, standardize processes and consolidate legacy systems. Using our extensible platform, our customers create custom applications and evolve the IT service model to service domains inside and outside the enterprise. ServiceNow transforms IT from the department of no to the department of now. For more information, visit www.servicenow.com. ServiceNow, Knowledge and the ServiceNow logo are registered trademarks of ServiceNow. All other brand and product names are trademarks or registered trademarks of their respective holders.