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Deloitte opts for IT service management in the cloud

Karl Flinders

Business consultancy Deloitte is using cloud-based IT service management (ITSM) from ServiceNow to support 13,000 employees in the UK and Switzerland.

ServiceNow is a cloud-based service that automates IT support. Customers pay an annual subscription per user. It boasts large corporate customers including Centrica, Citi Bank, Harrods, Brit Insurance the New York Stock Exchange, UBS, American Express and BNP Parabas.

Deloitte was interested in the ServiceNow system primarily because of the speed at which services can be deployed, which is half the time required by legacy on-premise tools.

Deloitte said it hopes the intuitive nature of the system will encourage take–up by employees and increase self-service. The combination of automation, self-service and fast deployment frees up the company's limited IT resources.

Mark Westbrook, IT director at Deloitte, said ServiceNow works the way it expects an evolved cloud service to work. 

“We plan to deliver higher levels of customer service and satisfaction while taking greater pride in the business services we deliver," said Westbrook. 

"As we look to the future, the scalability of the ServiceNow platform will allow us to extend cloud service automation to our 13,000 employees in the UK and Switzerland.”


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