IT OVERVIEW

KPMG LLP (KPMG) has been serving the IT Service • Thought leadership through continuous R&D, Management (ITSM) market for more than 17 years producing next-generation solutions and has worked with leading clients in all industries • Independent knowledge of and access to to support their ITSM solutions. Our team is software vendors through strongly developed recognized for the following: alliances with market leaders • Dedicated ITSM practice operating globally • Established track record of successfully with more than 200 practitioners in network “operationalizing” ITIL-based Service member firms trained and certified (ITIL, CoBIT, Management solutions across all industries, eTOM, ITSM technologies) including service providers. • Service Management reference model based on industry leading practices and significant implementation experience • Established methodology carefully crafted from industry leading practices with an extensive library of techniques, tools, and templates across the process, , technology, and facilities work streams OUR POINT OF VIEW SOLUTION OFFERING

KPMG is a recognized leader in enabling the KPMG services for the ServiceNow CIO and IT Organization with process guidance Platform include: across all life cycles of a service. We support • Creating an effective strategy and roadmap our clients through the basic transition and to move from a legacy ITSM solution to operations processes like request, incident, ServiceNow change, release, knowledge, and , as well as with the processes that • Performing a gap analysis between the current have traditionally been considered more difficult and to-be solution to implement like , • Enabling design of a strong CMDB with an demand management, service level effective process management, and availability management. • Defining and providing workflow requirements KPMG’s key focus is on simplifying what for ServiceNow development teams based on we believe to be the core of good service client needs management—configuration management and the Configuration Management Database • Assisting with ITSM process design, validation, (CMDB). At the heart of configuration and deployment using our ITIL-based process management is the service. Most people focus packs to enable quicker speed to value on “controlling configuration items” when it • Creating and documenting process flows, comes to the process. We believe that the true work instructions, SOPs, guidelines, and other value of the process is in enabling the CMDB collateral for ITSM processes to be an effective supporter of the service. An effective CMDB can help you build your • Providing implementation support including services, understand them, explain them to , tool, process, and your customers, and even improve them. A role-based testing, training, and command CMDB can go through levels of maturity based center support on your IT’s level of maturity. Our approach • Evaluating and assisting with defining client is to match the strategic goals of your IT and client’s third-party service provider’s with your CMDB to enable those goals. contractual and Service Level Management requirements, and corresponding reporting needs. Some of the services described herein may not be permissible for KPMG audit clients and their affiliates.

Saurabh Dubey Mitch Kenfield Bruce Bancroft Manager, Advisory Principal, CIO Advisory Director Strategic Alliances 412-423-8239 404-222-3295 415-963-7388 CONTACT [email protected] [email protected] [email protected]

For more information, please scan our QR code, visit www.kpmg.com/us/servicenow, or e-mail us at [email protected].

The information contained herein is of a general nature and is not intended to address the specific circumstances of any particular individual or entity. © 2016 KPMG LLP, a Delaware limited liability and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International (“KPMG International”), a Swiss entity. All rights reserved. Printed in the U.S.A. The KPMG kpmg.com name and logo are registered trademarks or trademarks of KPMG International. NDPPS 539713 February 2016