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Survey Shows the Role of IT is Changing from Infrastructure Administrator to Driver of Enterprise Services

KPMG LLP, the U.S. audit, tax and advisory firm, and ServiceNow (NYSE:NOW), the enterprise IT cloud company, today announced the results of a joint survey, shedding light on how IT professionals see their role changing across the enterprise as well as how they can improve organizational efficiency by shifting how work gets done. Join a discussion of the trends uncovered in this survey on Twitter on July 31 from 11 am to 12 pm PT with Farah Remtulla of KPMG's CIO Advisory practice, and Chris Pope, strategy leader, ServiceNow, by following #transformIT.

Highlights of the Survey:

  • IT teams see an opportunity to drive enterprise-wide services
    More 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 services
    Nine 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 automation
    More 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.

“IT teams have an unprecedented opportunity to provide strategic value to the organization by creating and managing the systems that deliver enterprise-wide services,” said Rick Wright, global cloud enablement leader, KPMG LLP. “The advantage is that many IT departments already have implemented a systematic approach to delivering enterprise services with a proven IT service model.”

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.”


KPMG LLP, the audit, tax and advisory firm (, 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

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.

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