Helping clients meet their business challenges begins with an in-depth understanding of the industries in which they work. That’s why KPMG LLP established its industry-driven structure. In fact, KPMG LLP was the first of the Big Four firms to organize itself along the same industry lines as clients.

How We Work

We bring together passionate problem-solvers, innovative technologies, and full-service capabilities to create opportunity with every insight.

Learn more

Careers & Culture

What is culture? Culture is how we do things around here. It is the combination of a predominant mindset, actions (both big and small) that we all commit to every day, and the underlying processes, programs and systems supporting how work gets done.

Learn more

Prioritizing the employee experience

Corewell Health deepens employee engagement across the health system


Corewell Health



Primary goal

Simplified, efficient employee experience for service management in HR and IT



In 2019, the health system then known as Spectrum Health was in the process of replacing a legacy enterprise resource planning (ERP) system. Its information technology service management (ITSM) solution also needed modernization. Recognizing an opportunity to not only update technology but to transform the employee experience, the company enlisted KPMG to help envision and execute an ambitious future state. Four years, two mergers, one name change, and six key initiatives later, what is now known as Corewell Health is leading the industry in proving ServiceNow’s capabilities as a robust enterprise platform that can be used to transform back-office operations and engage employees. 


Making a measurable difference

  • Faster, easier access to IT and HR services thanks to a unified employee experience
  • Increased productivity and greater operational efficiency across the health system
  • Faster onboarding via a shorter, simpler, more rewarding path from new hire to engaged employee

Client transformation journey

Click on each part of the journey to learn more about our client’s transformation.

Something that really differentiates KPMG is their breadth of expertise. I can’t believe how wide they go and how deep they go. They look at issues not only from a technical perspective, but also in terms of the business challenges you’re trying to solve for. There’s a lot of value in that.

Burt Smith

Director, Enterprise Operations, Corewell Health

YouTube thumbnail image

Burt Smith, Director of Enterprise Operations on the role of KPMG in Corewell Health’s transformation.

Video transcript






Deepening employee engagement

Corewell Health    KPMG    ServiceNow


When Corewell Health set out to transform IT and HR service delivery, technology was a key consideration – but it wasn’t the end goal.


BURT SMITH - Speaker 4 (00:31):

What we firmly believed was the transformation was not about technology. It was about the experience for the customer. That's really what we wanted is change.


Burton Smith, Director of Enterprise Service Delivery, Corewell Health


…automation is a tremendously important part of what we are doing with the platform.

In our catalog today we have over 70,000 items that people can order…

Something that could have taken days or possibly even weeks will be fulfilled within hours.

It is getting our people to productive much much faster.

And KPMG was actually a very integral partner in us doing this.










VO:  Having helped his company successfully navigate a transformation on this scale—

Burt Smith has a few words of advice.

60,000+ employees

70,000+ catalog items


So have a good plan.

But then also hire a good guide.

… something that really differentiated KPMG was the breadth of their understanding.

I can't believe how wide they go and how deep they go.

There was nothing that I could bring up that they didn't understand the question but they also looked at it from the business problem that I was trying to solve perspective.

Just having that relationship with individuals you feel like you're walking a path with family and friends and you relate that way.

And I think there's a huge amount of value to that.




MUSIC FADES                                                    



Technology transforms processes.
We transform experiences.                           

KPMG. Make the Difference.

KPMG and ServiceNow: A powerful combination for leading organizations like Corewell Health.

KPMG has helped high-profile healthcare organizations leverage the ServiceNow platform to transform service management capabilities. Our deep knowledge of the healthcare industry and the ServiceNow platform was a major factor in helping Corewell Health accomplish its goals and bringing the full potential of ServiceNow as a healthcare enterprise service management solution to life. 

The speed of preconfigured solutions meets the power of customization

Transforming ITSM; IT asset management (ITAM); IT governance, risk, and compliance (ITGRC); and HR processes requires a well-defined vision and carefully crafted roadmap. KPMG Powered Enterprise | IT and Powered HR solutions helped us quickly roll out established processes and preconfigured capabilities to help accelerate transformation, while allowing for the kind of customization that aligned to Corewell Health’s business goals.

KPMG helped to define standardized processes across IT, including ITSM, hardware and software asset management, and ITGRC. Our team developed use cases for internal audit, policy and compliance, and risk management processes; worked with Corewell Health to develop an HR operating model; and defined a self-service solution center. In addition to developing processes, KPMG helped to enable them within ServiceNow:

  • A unified self-service portal for both HR and IT services features robust capabilities, virtual agents, and Next Experience UI
  • A scalable CMDB data model helps ensure accurate and consistent data, enables effective ITAM, and supports effective incident management
  • A robust service catalog integrates with identity management tools and leverages automation
  •  An application portfolio management solution streamlined onboarding of more than 1,500 apps.

Supporting change management across the organization

KPMG helped maintain a focus on organizational change management, strategically socializing solutions, and developing and launching cohesive campaigns. 

Training was critical to helping ensure Corewell Health team members embraced the new platform. KPMG utilized a variety of spotlight and deep-dive training sessions, role-based online training courses, knowledge articles, podcasts with project leaders, and ongoing project updates. Efforts like these led to widespread adoption and effective use of the platform’s full capabilities. 

Helping healthcare leaders see the full potential of ServiceNow

KPMG and ServiceNow have been collaborating on how to meet the needs of today’s healthcare systems through a single platform that serves as a strong foundation for digital automations, operations, and workflows. Corewell Health is one example of KPMG and ServiceNow’s ability to create an enterprise-wide service management solution. KPMG is proud of the work we’re doing with ServiceNow and of being named the 2023 ServiceNow Worldwide Transformation and Healthcare Partner of the Year. 

Meet the team that helped make the difference for Corewell Health

Providing smooth experiences day to day as well as at the moments that matter (for example, when easy access to benefits can ease a stressful situation) is an important way to build and maintain employee engagement. Talk with our team about your current and future states of service management. KPMG. Make the Difference.

Image of Tim Williams
Tim Williams
Principal, Advisory, KPMG US
Image of Piyush Anand
Piyush Anand
Managing Director, Platforms, KPMG LLP

Explore services tailored to your business

Thank you!

Thank you for contacting KPMG. We will respond to you as soon as possible.

Contact KPMG

Use this form to submit general inquiries to KPMG. We will respond to you as soon as possible.

By submitting, you agree that KPMG LLP may process any personal information you provide pursuant to KPMG LLP's Privacy Statement.

An error occurred. Please contact customer support.

Job seekers

Visit our careers section or search our jobs database.

Submit RFP

Use the RFP submission form to detail the services KPMG can help assist you with.

Office locations

International hotline

You can confidentially report concerns to the KPMG International hotline

Press contacts

Do you need to speak with our Press Office? Here's how to get in touch.