IT Operations Automation
KPMG UK needed to redesign internal IT support before renewing major managed-service contracts because routine incidents were interrupting consultants, support requests moved through multiple teams, and the firm lacked proof that a more automated model would pay off.
Reported impact
KPMG UK achieved a 4x ROI on its ServiceNow investment, put 22 AI use cases into production in 85 working days, saved millions of pounds in renegotiated managed-service agreements, created a 24/7 multilingual support foundation, and established a live enterprise AI blueprint it now takes to clients.
KPMG UK treated its contract-renewal window as a chance to build an AI-first service model instead of just extending the old one. A ServiceNow IT Service Management value assessment identified where automation could reshape incident economics, after which an internal team with no previous AI experience completed an immersive sprint and launched 22 production AI use cases in 85 working days. Employees now start in Microsoft Teams, where ServiceNow AI Agents understand who they are, where they are based, and device health before resolving routine issues or routing work into the broader ITSM flow. ServiceNow Impact provided the prioritization framework, governance cadence, and architecture support that let the team scale quickly without chaos. With the old and new experiences running in parallel during rollout, KPMG gained a repeatable proof of value that not only changed vendor negotiations but also became a client-facing blueprint for enterprise AI adoption.
Employees message a ServiceNow AI Agent in Microsoft Teams instead of navigating a portal or ticket form. Routine issues are resolved there, while more complex work flows into the redesigned IT Service Management model, and ServiceNow Impact guides the sequencing, governance, and scaling of the highest-return use cases.
A ServiceNow IT Service Management value assessment provided the evidence, identifying how AI could transform incident management and reduce the volume of routine support requests.
In just 85 working days, from April 30 to September 1, KPMG had 22 AI use cases live in production.
Rather than navigating the ServiceNow portal, completing forms or waiting on hold, they chat directly with a ServiceNow AI Agent.
ServiceNow Impact was embedded throughout the journey, applying a use case prioritization framework to sequence the highest-return opportunities.
Those vendor negotiations reflected a fundamentally different demand profile, allowing KPMG to purchase managed services based on a much higher level of automation.
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Scoring methodology
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Traceability
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