Diageo rolls out ServiceNow cloud IT service management

Hands typing on virtual keyboard

Drinks firm Diageo has deployed a cloud-based service management platform from ServiceNow in a bid to help the company overhaul its IT infrastructure.

The firm, which is behind brands such as Johnnie Walker, Bushmills, Smirnoff, Baileys, Captain Morgan, and Guinness, is rolling out the cloud platform to over 30,000 employees, operating in 180 countries.

It will use ServiceNow Orchestration to automate IT tasks, such as access provisioning and user account creation. This will be supported by a ServiceNow configuration management database.

The drinks giant will also implement the ServiceNow IT Service Automation Suite to manage the work of IT, to help the firm gain visibility into services being requested of and being provided by IT globally.

As well as this, it has deployed ServiceNow HR Service Automation as a portal to its HR organisation and management tool for queries from its worldwide employee base. Diageo’s initial implementation of ServiceNow went live this month.

Brian Franz, chief information officer and head of global business services at Diageo, said the company was "in the midst of a global IT transformation initiative to improve service delivery while maximising operational and cost efficiencies".

“We’ve chosen ServiceNow as a system of record to automate our IT services and to deliver better and faster service to our global base of employees and partners. We will establish a firm foundation to centralise and automate the way IT and other global business services are delivered," he said.

Rene Millman

Rene Millman is a freelance writer and broadcaster who covers cybersecurity, AI, IoT, and the cloud. He also works as a contributing analyst at GigaOm and has previously worked as an analyst for Gartner covering the infrastructure market. He has made numerous television appearances to give his views and expertise on technology trends and companies that affect and shape our lives. You can follow Rene Millman on Twitter.