Deloitte selects ServiceNow to improve internal operations

By Sooraj Shah
18 Jun 2012 View Comments
Front of Deloitte building

Business advisory firm Deloitte has selected IT management services provider ServiceNow's software-as-a-service (SaaS) suite to improve its internal operations in a three-year contract.

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In the next two weeks, Deloitte will go live with the incident, problem, change tools and a configuration management database. This will form phase one of the firm's shift to ServiceNow, according to its IT director, Mark Westbrook.

"Deloitte was looking to replace what we had in phase one and phase two would be the bigger changes," he told Computing.

Phase two of the project will be to implement the release management, service level management and purchasing and levelling management tools.

Westbrook explained that he selected the firm's current product, HP Service Desk (HPSD), 12 years ago and that Deloitte had to change the system for two main reasons.

"HPSD served us well but the vendor was not extending support on the product after 2012, and this was one reason to change. Secondly, we are undergoing an IT transformation project and attempting to drive through changes in departments.

"We set out a mission statement for what we wanted in the toolset as it is not just used for IT services but for internal services client functions such as HR and facilities," he explained.

The selection of ServiceNow came after Deloitte looked at Gartner's magic quadrant of the top five IT service desk products. It then narrowed the vendors down to three: HP, CA and ServiceNow.

Commenting on how ServiceNow's product compared to its competitors, Westbrook said: "It was the simplest of the products we looked at. The staff that were going to use the product looked at a demo [of each of the tools] and ServiceNow was the most intuitive and easy to follow.

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