The challenge
The global brewing giant, AB Inbev, needed to significantly transform its shared service capability. Overwhelmed by the complexity of a catalog of over 1,600 business and IT services on three legacy platforms across eight countries, this became an opportunity to seek significant IT service management (ITSM) efficiency gains and modernise AB Inbev's shared service employee experience.
The solution
Within two months of working with KPMG in Mexico to implement KPMG Powered Enterprise | IT, they had standardised 1,672 services down to 254 – a reduction of 85 percent.
After three months, AB Inbev saw their employee portal go live, providing digital self-service for business services (people, finance, logistics and facilities) and then for all business areas in several releases. This includes standard business services plus knowledge articles, news, benefits, and vacancies for each country.
Within six months, the client had implemented IT services and leading practices for IT infrastructure library (ITIL) processes (request, incident, change, problem, knowledge, configuration), enabled by the ServiceNow platform.
