Helpdesk software

Diageo puts ServiceNow fizz in IT service desk

Cliff Saran

Diageo has gone live with an implementation of ServiceNow to automate IT services, as part of a global transformation.

ServiceNow will provide cloud-based IT service management to support the beverage company’s 30,000 employees, operating in 180 countries.

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Brian Franz, chief information officer and head of global business services at Diageo, said the service desk software will provide a system of record to automate IT services.

“We are excited to establish a firm foundation to centralise and automate the way IT and other global business services are delivered,”  he added.

The company will use ServiceNow IT Service Automation Suite to provide visibility of services being requested.

As part of its IT transformation, the company will also use ServiceNow Orchestration to automate IT tasks such as employee account creation and access provisioning, supported by a ServiceNow configuration management database.

In addition to the IT Service Automation Suite, Diageo is implementing ServiceNow HR Case Management Application as a portal to its global HR support organisation and a management tool for queries from its worldwide employee base.

Last year Diageo looked at implementing a lightweight middleware layer to better manage the APIs that govern the software services it uses.

In February the company selected Indian IT services firm Tata Consultancy Services (TCS) to support a transformation in its IT infrastructure as it moves towards an integrated global delivery model.


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