The partnership between the two companies guarantees
success with a flexible platform and an excellent team
magine the following situation: you need to go to a hospital for a CT scan. You line up in front of the office, and when your turn has finally come, you are informed that the machine has broken down. Now you have a choice: either go to another place or return another day. No one is happy all along the chain: from the doctors to the patients and the maintenance team. In principle, managing multiple processes in a hospital is no different than any other organization. There is a solution: a platform providing an easy and quick opportunity for automation. This system eliminates any need for human intervention: if the machine stops, any patients registered are automatically notified and redirected to other offices, and the maintenance team is already aware that they need to fix the equipment, as a result of the incident report generated by the system. This is not a fictional story and it is just one of multiple examples across a variety of industries where the partnership between KPMG ITS and ServiceNow is at the forefront of an organization's digital transformation. This year the cooperation between the two companies in the delivery of end-customer projects has grown rapidly. The focus of both companies is to expand their influence in the region, while having all the basic prerequisites for success: a flexible platform and an excellent team.
ccording to Milena Docheva, the platform has yet another advantage - there are no restrictions and any organization can use it as convenient. "You have Lego blocks in the form of modules that you can use to make the app you need with the visualization you need," she commented.
As part of its partnership with ServiceNow, KPMG also places a major focus on its traditional areas of expertise - audit, tax and legal consulting services. By using the platform, companies can easily implement their audit measures and risks and then monitor the compliance against various industry standards. One example is the implementation of the individual GRC (Governance, Risk and Compliance) module, which is well integrated into the entire platform framework. The two companies are also jointly developing an ESG module to offer to their clients. "There are different modules and companies like us can be creative by using the capabilities of the platform and automating processes that have nothing in common with those that ServiceNow has originally defined," said Svetoslav Spasov. ServiceNow nominated KPMG as its Transformation Partner of the Year in the EMEA region.
The versatility of ServiceNow makes the platform suitable for a variety of sectors, especially for large companies with multiple employees and complex processes. "We believe the perfect customers are those who have very heavy multifunctional processes that are not automated through another solution, but need to be for one reason or the other", commented Svetoslav Spasov.
n terms of industries, I would indicate the financial sector, telecoms (which have many subcontractors and need to manage complex processes), the energy industry, etc. GRC solutions are targeting sectors that are required to provide their reports to government authorities, etc. HR modules are practically useful for every single company on the market. IT companies are also suitable for our region", added Svetoslav Spasov. He also listed as a potential customer any company that may be subject to cyberattacks. "In the field of cybersecurity, ServiceNow is proving to be one of the leading platforms for incident detection and response process management," said the CEO of KPMG IT Service.
erviceNow has become a popular platform on the global market in recent years and continues developing at a very quick pace. Therefore, proven experts in this field are few and highly demanded. "Unfortunately, this expertise is almost absent on the labor market, not only on the European, but also on the global one," said Milena Docheva. As a result, KPMG IT Service is also starting to develop such specialists, aiming to expand its team eventually to several hundred employees - architects, functional consultants, delivery managers and developers. The company has also developed its own academy and this year dozens of specialists will graduate. The company has planned for significant investments in internal training and certification, both through the development of young talents and through the reclassification of specialists who want to change their field of work.
"Our goal is to develop highly qualified experts to partner with and be trusted consultants to our customers who feel the need for business transformation and digitization. We can build the overall concept, architecture and implementation plan, as well as the development and implementation of the solutions. Delivering all services at the highest quality on time and within the budget is of the utmost importance. We keep developing our employees by having them work on high-tech projects. We also offer numerous trainings to maintain their knowledge and certifications. Each and every one of them – from newcomers to long-term experts, become part of a global team, part of the world!" said Milena Docheva.
дигитална трансформация
на бизнеса от София
към целия свят
One of the main reasons for our partnership is the
technological overlap between our long-standing expertise
and the flexibility, which is provided to us by ServiceNow. They have a great platform for managing and upgrading the business processes of the companies. We have a wealth of expertise in financial services, tax management, risk and regulatory compliance, as well as in many other areas.
Svetoslav Spasov
Chief Executive Officer
KPMG IT Service
The ideal customers for us are those who have very heavy cross-functional processes that are not automated through another solution and for one reason or another need to be.
Svetoslav Spasov
Chief Executive Officer
KPMG IT Service
Organizations can purchase individual modules and use them out-of-the-box as redefined in the platform against industry best practices. Which means that the time to introduce and use the new optimized business processes is much faster.
Milena Doncheva
Senior Manager for ServiceNow
KPMG IT Service
Our goal is to develop highly qualified experts to partner with and be trusted consultants to our customers who feel the need for business transformation and digitization. We can build the overall concept, architecture and implementation plan, as well as the development and implementation of the solutions.
Milena Doncheva
Senior Manager for ServiceNow
KPMG IT Service
KPMG and ServiceNow have been developing projects in a variety of industries:
Another project reorganized processes at a US pediatric hospital, covering HR, finance, supply chain and IT, thus saving $20 million.
The IT processes of a global energy giant in 27 businesses and in 45 countries around the world have been transformed within a matter of seven months.
During the pandemic, they built a technological solution for Uber to keep its employees and drivers safe and to open its offices worldwide.
Consultants in the First Place
From Uber to Energy Giants and Global Telecoms
Building Business Processes Like Lego
ServiceNow is a software company that develops a digital platform enabling the automation and optimization of business processes within an organization. It partners with companies such as KPMG ITS, with whom they co-create solutions for clients active in various industries. Functional modules, one of which is ITSM (IT Service Management), provide an opportunity for modernization and productivity, cost and sustainability optimization of various organizations. As the foundation for all workflows across industries such as banks, telecoms, manufacturing companies and others, the platform connects people, functions and systems, upon applying the best industry practices. It offers an opportunity for development of custom applications. The company's revenue for 2021 reached $5.9 billion, and its plans provide for a growth of up to $15 billion in the next 4-5 years. The market capitalization of the group is 79 billion dollars. Around a third of its business originates from Europe and this year the company is rapidly expanding in Central and Eastern Europe.
KPMG ITS is a technology consulting & engineering service company, which is already the largest one in Bulgaria. Its mission is to digitize the business of the group of 154 KPMG companies worldwide and their clients, as well as to serve clients outside the KPMG network. The company employs over 400 experts, most of whom senior specialists in the field of information technology, software development, cloud services and automation. KPMG ITS strives to expand its team to 500 employees by the end of the year. The company provides a place for the development of junior and senior talents in various directions, technologies and platforms such as ServiceNow, CyberSecurity, SAP, Software Engineering, etc. KPMG ITS in Sofia is a major global center for SAP consulting services and is becoming a leading center for cyber security in the European region.
n one side, there is KPMG IT Service - part of a leading global company, which for the past seven years in Sofia has been developing a team of over 400 specialists in the field of information technology, software development, cloud services and automation. Thus, it took the leading position in the technological consulting and IT engineering services sector in Bulgaria. On the other side, there is the software developer ServiceNow, whose cloud platform provides diverse products and solutions for digital transformation and business process management in areas such as IT, HR, GRC and ESG. This partnership will continue its growth. In June 2022, KPMG and ServiceNow expanded their partnership in Central and Eastern Europe (globally, KPMG has been an elite partner of ServiceNow for years). One of the most positive aspects of their partnership will be the development of a large team of new experts for ServiceNow in Sofia.
"One of the main reasons for our partnership is the technological overlap between our long-standing expertise and the flexibility ServiceNow offers us. They have a great platform for managing business processes that can be upgraded. We, on the other hand, have broad expertise in the field of financial services, tax management, risk and regulatory compliance, as well as in many other areas. We can use the platform as a foundation and build our own solutions and sell them together to end customers," said Svetoslav Spasov, CEO of KPMG IT Service. He explained that the main goal is to jointly provide digital transformation services to international clients by using the local resources of KPMG in Sofia.
A key advantage of ServiceNow is that it can be used across an organization without the need for a long and difficult implementation period, through the individual platform-based modules covering the entire business processes range - from HR, through CRM, customer portals, problem and incident resolution, change management. Thus, using the support of the functional consultants and the KPMG IT Service team, organizations can choose both the module they want and the method of its implementation.
Special project for
Idea and execution
erviceNow is a low-code platform that provides flexibility to our customers and the opportunity to use a large set of ready-made functionalities, based on their own requirements and needs. Specialized applications can be developed based on the platform, that are specific to a certain organization. In addition, it provides predefined or functional modules, in the field of IT service management or of risks and regulatory requirements (Governance, Risk and Compliance), human resources management (HR or Employee Journey), etc. Organizations can purchase individual modules and use them out-of-the-box, as redefined in the platform, based on the best industry practices. This means that the time needed to implement and use the new optimized business processes is much shorter," said Milena Docheva, Senior Manager for ServiceNow at KPMG IT Service. She believes it also brings added value – to implement these modules, companies usually have to reorganize and structure their business processes.
"We also notice that when customers implement the platform to cover a specific need, they discover multiple new opportunities to automate their business through it. ServiceNow is very convenient for middle office optimizations," added Svetoslav Spasov.
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photography and video
Minko Minev
todor atanasov