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Case study: Less time administering service, more time delivering it

CDL IT Service Management Transformation Case Study

Read how KPMG provided world-class service for CDL, one of the UK’s leading insurance software houses, to help them implement a new ITSM solution.

Gavin Booth

Director, Strategic Alliances

KPMG in the UK


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CDL is one of the UK’s leading insurance software houses, developing solutions that help companies selling insurance to consumers compete efficiently via web, contact centres and price comparison sites.To provide world-class service, CDL had decided to implement a new IT service management solution.

At KPMG, we deployed our Powered IT approach over a 14-week period. This meant our pre-built suite of core processes could be quickly implemented to deliver a complete ‘enterprise ready’ solution, replacing legacy IT tools, including a long-standing service-desk ticketing tool with ServiceNow’s integrated toolset. The new solution gives customers across the business access to a self-service portal, with real-time information on their support requests. It also gives the service management team an instant picture of demand for support and the status of IT services.

To get the implementation moving, we worked with service and operations teams across the business to understand how they wanted the new solution to work for them. This laid the groundwork for consistent adoption of all processes driven by ServiceNow.

We also helped CDL find the best way to use their new solution to complement their Customer Service Management (CSM) operation. This involved developing an approach to building CSM portalsthat guides customers through a series of questions, allowing the system to automatically prioritise and allocate requests for support as they come in.

KPMG accelerators, like templates for process and role design, helped make the implementation smooth and fast so that CDL could start to realise the benefits sooner. For example, our template for a core Configuration Management Database (CMDB) gave CDL a headstart populating and governing the CMDB, which underpins all the service and operations capabilities. Now live, the new solution will cut the time service desk teams spend taking and logging customer support queries and referring them on for resolution. That means more time to resolve issues and push performance on service level targets as close to 100% as possible. Clive Simpson, CDL’s head of service management, confirms: “This powerful platform will help us lower risk, improve business agility and spend less time administering service and more time delivering it.”

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