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A welcome change for travelers

KPMG helped a global hotel company improve employee experiences with IT, redesigning processes and implementing a self-service portal on ServiceNow’s platform.


A global hotel company




ServiceNow ITSM implementation with KPMG Powered IT

Client challenge

The hospitality business is ultimately about providing a great guest experience, and for this global hotel company, that also means creating a great experience for its employees. As the largest hotel chain in the world, our client strives to take care of its associates so they can take better care of guests.

One part of a great employee experience is exceptional technology services. Our client sought to improve their legacy IT service management (ITSM) system, which had limited functionality, a lack of flexibility, and poor integration of processes, such as incident reporting and problem management. Their IT organization also needed to integrate their information technology service management systems with those of a newly acquired hotel chain, creating a strategic platform positioning the combined organization for the future.

To achieve those goals while enabling the IT function to provide more value to the enterprise, our client set out to replace their legacy system with the ServiceNow cloud-based platform. They also wanted to redesign ITSM processes, train more than 4,000 IT staff, and manage the change around the world—all on a six month time line.

After successful results, this client turned immediately to KPMG to transform additional capabilities within IT.


As a company that puts people first in the pursuit of excellence, this hotel wanted an advisor who follows the same philosophy—and found it in KPMG. Working in close harmony with the hotel’s IT team, and leveraging Powered IT, the latest addition to the KPMG Powered Enterprise suite of solutions, we helped the company replace its legacy help desk tool with a broad ServiceNow based ITSM solution within six months. Drawing from our years of experience in ServiceNow implementations, we led the planning, design, systems integration, test, and deployment for the new platform.

But this wasn’t just an implementation; it was a transformation. We helped the company approach ITSM in a new way, with redesigned, integrated processes that are improving the quality of technology services and increasing employees’ satisfaction and productivity with IT. Like our client, KPMG knows the value of providing top notch services and putting our customers first. And thanks to the KPMG Powered IT solution, the hotel’s IT organization can now spend more time focused on innovation and strategic initiatives for other functions in the enterprise that drive business value and guest satisfaction.

To help our client realize a return on its investment quickly, we helped build the case for transformation, analyze stakeholder impact, manage risk, grow awareness and understanding, and leveraged leading capabilities in organizational change management to train more than 4,200 employees. And thanks to KPMG’s Powered IT accelerators:.


We brought proven practices, assets, and IP from hundreds of successful implementations that accelerated process design, technology deployment, and user adoption.



When you get a taste of something good, it is natural to want more. The same is happening at this hotel with Powered IT. After successful results of their first phase, they turned immediately to KPMG to transform additional capabilities within IT. 


The resulting improvements to areas such as portfolio and project management, governance, risk, and compliance have advanced their IT business even further and continue to result in greater value from IT services.

Benefits to client

With KPMG Powered Enterprise for IT, a transformation solution built on ServiceNow, the company’s IT organization is:


Improving employees’ experience with IT and enabling them to provide better guest services, thanks to an elegant self-service portal that’s available to more than 600,000 employees and contractors worldwide.


Enhancing the enterprise perception and value of IT, taking it from a back-office function to a strategic partner that is enabling the client’s vision.


Expanding beyond core ITSM to transform other critical technology management areas such as demand, portfolio, governance, and compliance.


Delivering IT services more efficiently and consistently due to a new configuration management database and the consolidation of both systems on the ServiceNow platform.

KPMG insights

  • Remember that a new platform is often just the beginning
    The hotel company’s IT leadership recognized that their ServiceNow implementation wasn’t just a replacement of platforms; it was part of transformation that would change both the employee experience and the IT organization. So, they brought an engaged team to work closely with KPMG to drive near term results while moving towards a transformative target state.

  • Combine Powered IT with an Agile approach to get it right, faster
    KPMG Powered IT is all about accelerating transformation by leaning on leading, proven practices and not over-configurating the solution. Agile management is critical for expediting an implementation, especially in complex projects that affect many stakeholders with competing priorities. Our client’s results show how combining these kept the team focused on the finish line and provide significant, expedited value.

  • Drive greater business value by expanding into enterprise service management
    As IT strives to become a strategic partner in the enterprise, ServiceNow can be an important step in that direction, enabling IT to help other business functions expand and automate their services.

Meet our team

Image of Joe Koester
Joe Koester
Principal, Advisory, Platforms, KPMG US

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