kpmg -一家领先的能源公司充分利用数字企业的力量 A leading energy company taps the full power of a digital enterprise

Aleadingenergycompanytaps

thefullpowerofadigitalenterprise

Keyfacts

Client:Electricandgasutilitycompany

Industry:Powerandutilities

Sector:Energyandnaturalresources(ENRC).Ourclientisadiversified

energycompany.Itsoperatingunitsincludeanelectricutilityserving2.2millioncustomersandanaturalgasutilityserving1.3million.Itsportfolioincludesenergybusinessesfocusedonpowerandindustrialprojects,

renewablenaturalgas,andenergymarketingandtrading.

Projectataglance

Enablingdigitaltransformationthroughflexiblemanagedservices

Recognizingtheneedtomodernize,digitize,andconnectworkflowsenterprise-wide,thisenergycompanychoseServiceNowastheircloudplatformpartner.Evenasourclient’steampreparedfordeploymentofitsfirstinitiative,itwas

lookingaheadathowtomaintainmomentum.

KPMGworkedwithourclienttoexecuteasuccessfuldigitaltransformationimplementation,andstrategicallygrowandadvancethenewServiceNowplatformtosupportongoingtransformation.

OurprovenapproachandtheKPMGPoweredEvolutionsolutionprovidethe

agilitythisutilitycompanyneeds,bringingintherightpeopleandprocessesattherighttimeandprovidinginsightsintowhatServiceNowcanoffertodayaswellasnewfunctionalitycomingtomorrow.

Challenges

ThisenergycompanychoseServiceNowasacritical,foundationalplatform

totransformhowITservicesaredeliveredtotheirworkforceandtodrive

significantimprovementincyberandIToperationalperformance.TheiradoptionofServiceNowwouldachievetheirgoalsandsetthestageforathoroughly

automated,deliberatelydigital,enterpriseITplatformsupportingtheirpursuitoftechnology-drivenoutcomes.

Withthego-livedateanddeploymentto10,000usersfastapproaching,thecompanywasstrugglingtobuildneededin-housecapabilities,duetointernalhiringconstraintsandfiercecompetitionforServiceNowtalent.

Inaddition,theirstrategyandaspirationsforServiceNow-basedfutureinitiativeswouldlikelyrequiremoreanddifferentresources—sothein-housecapabilitiestheyweretryingtobuildmightnotservefutureneeds.

©2022KPMGLLP,aDelawarelimitedliabilitypartnershipandamemberfirmoftheKPMGglobalorganizationofindependentmemberfirmsaffiliatedwithKPMGInternationalLimited,aprivateEnglishcompanylimitedbyguarantee.Allrightsreserved.NDP336196-3A

©2022KPMGLLP,aDelawarelimitedliabilitypartnershipandamemberfirmoftheKPMGglobalorganizationofindependentmemberfirmsaffiliatedwithKPMGInternationalLimited,aprivateEnglishcompanylimitedbyguarantee.Allrightsreserved.NDP336196-3A

KeyKPMGinitiatives

InadditiontodetermininghowKPMGcouldbestmeetourclient’simmediatedeploymentneeds,webroughtinourPoweredEvolutionteamtostrategizeonhowtosupportthe

company’songoingtransformation.Ourclient’scandorandtransparencyfostereda

powerfulworkingrelationship.Together,ourtwoteamssupportedbroaderobjectives,suchasgrowingtheplatform,aswellastacticalaimsincludingthedevelopmentofstructuredframeworksforhandlingbreak-fixissuesandincrementalenhancements.

Since2019,we’veworkedwiththisclientonkeyinitiatives:

•Athree-yearprograminvolvingtheimplementationofandmanagedservicesforthecloudplatformacrossITservices(Business,Operations,FieldServicesManagement,andSecurity)

•Ongoingmanagedservicesdeliveringaggressiveworksprints,multiplepatchcycles,andversionupgrades

•AnAgileprograminvolvingprocessoptimization,technologyarchitecture,configuration,anddeploymentformorethan10,000internalusers

•Anoptimalframeworkforenhancingthecompany’sabilitytotrack,manage,andforecastdemandforproductsandservicesacrossallbusinessunits.

Deliveringresultsthatmatter

Thiscompany’scommitmenttodigitaltransformation,strengthsasacandidcollaborator,

andaccesstoKPMGresources—includingdeepServiceNowexperience—ledtokeygains:

•AhighlyeffectivegovernancemodelsupportstheServiceNowplatform

•10,000userscollaborateeasilyandeffectivelyonissueresolutionandrequest

fulfillment,enablingreducedtimetocompletionontasksthatarenowrequestedinthetool

•Acentralizedviewofcustomerproductsandservicesspansallbusinessunitsandtechnologygroups

•AsinglesourceoftruthfortheITfunctionhousesknowledgeandconfigurations,incidents,servicerequests,andbusinessimpacts

•Well-defined,widelyadopted,andeasilymeasuredITSMandagileprocessesareinplace

Tome,relationshipsareextremelyimportant,andthat’sastrengthofKPMG.Itgoesbeyondinkonpaper.They’recommittedtooursuccess.Andtheyshowiteverydayinhowflexibleandagilethey

areinmeetingourneeds.

—GlobalITManager

Electricandgasutilitycompany

•50tasksrelatedtoservicerequestshavebeenautomated

•Averageof140Agilestorypointsdevelopedpersprint,foratotalreductionof3,360storypointsperyear

•Averagerequest-fulfillmenttimedecreasedfrom10businessdaysto2businessdaysduetotaskautomation

•AutomationofaccessrequeststoNASfoldershasreducedmanualtasksbyanestimated2,700hoursinacalendaryear

•Internalusersreportgreatersatisfactionduetodecreasesinoutages,fasterresolutiontimes,andimprovedself-servicetools

•Seamlesscoordinationbetweenmultiplethird-partysuppliersandvendorssupportingourclient’sServiceNowplatform

•Automationofaccesstoelevatedsecurityprivilegesincludesexpirationdates,ensuringremovalofelevatedprivilegesassoonastheyareno

longerrequired.

WhyKPMGManagedServices

Today,transformationmustbequick

Intoday’shigh-pressurebusinesslandscape,mostcompaniesareinsomephaseoftransformation.So,it’snotenoughtotransform—youneedtodoitquicklyandeffectivelytogainandsustaincompetitiveadvantage.KPMGManagedServicescanhelpyoukeepupwithinnovation,movequicklytoattractin-demandtalent,andbereadytoshiftdirectionasneeded—soevenwhenyou’renotsurewherethenextopportunitywillcomefrom,youcanbeconfidentthatyou’llbetheretomeetit.

Trustedguidancethatflexeswithyourneeds

Ittakesvastresourcestobeasnimbleasyouneedtobeintoday’sbusiness

landscape.Ourabilitytodialourinvolvementupinoneareaordowninanother,minedeepinsights,andtaptalentacrossindustries,ITSM,technologies,

geographies,andfunctionsallowsustoreactswiftlytotoday’schanging

©2022KPMGLLP,aDelawarelimitedliabilitypartnershipandamemberfirmoftheKPMGglobalorganizationofindependentmemberfirmsaffiliatedwithKPMGInternationalLimited,aprivateEnglishcompanylimitedbyguarantee.Allrightsreserved.NDP336196-3A

opportunitiesandshiftingbusinesslandscape.So,whileyoumayengagewithustomeetaprecisesetofobjectives,restassuredthatastheyshift,wedo,too.

Ourcommitmenttopowerfulcollaboration

Ourgoalistobeanextendedpartofyourteam.Someonewithwhomyou

canopenlyshareyourchanginggoalsandinsightsaswellasyourchallenges.

Together,we’llworkthroughquestionsoneverythingfromtechnologyto

corporateculture.Wecantestassumptions,measureperformance,andoptimizethesolutionsthathelpensuretransformationinitiativesareeffectivelydeployed,widelyadopted,andwellmaintained.

SomeoralloftheservicesdescribedhereinmaynotbepermissibleforKPMGauditclientsandtheiraffiliatesorrelatedentities.

/socialmedia

©2022KPMGLLP,aDelawarelimitedliabilitypartnershipandamemberfirmoftheKPMGglobalorganizationof