International drinks company Diageo has deployed a cloud-based IT service management platform from ServiceNow.
Diageo, which owns the Johnnie Walker, Bushmills, Smirnoff, Baileys, Captain Morgan, and Guinness brands, is using the new system to support over 30,000 employees across 180 countries.
The ServiceNow IT Service Automation Suite ensures the complete visibility of services being requested of and being provided by IT globally.
“We are in the midst of a global IT transformation initiative to improve service delivery while maximising operational and cost efficiencies,” said Brian Franz, chief information officer and head of global business services at Diageo.
He said, “We’ve chosen ServiceNow as a system of record to automate our IT services and to deliver better and faster service to our global base of employees and partners. We will establish a firm foundation to centralise and automate the way IT and other global business services are delivered.”
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 the ServiceNow HR Case Management Application as a portal to its global HR support organisation, and as a management tool for dealing with queries from its worldwide employee base.
Earlier this year, Diageo brought in Tata Consultancy Services (TCS) as its new global IT provider, replacing CSC.