Service Matters

Bottoms up for Service Automation!

Bottoms up for Service Automation!


By Chris Pope - 2014-07-15


Whether it’s, “cheers,” “prost,” “chin chin,” or “santé,” we’re toasting the recent ServiceNow selection by Diageo, the world’s leading premium drinks business! The CIO at the company behind such premium drink brands as Johnnie Walker, Crown Royal, Bushmills, Smirnoff and Guinness has a new ‘go-to’ strategy to drive enterprise efficiency – the automation of business services.




While Diageo as an entity is still relatively young, their brands have a rich heritage. Some have distillery or brewery roots going back to the eighteenth and nineteenth centuries.


Today, Diageo has quickly scaled to manage production, distribution and supply chain, operating in 180 countries. And ServiceNow is instrumental in the company’s service management and delivery transformation to over 30,000 global employees – improving internal services from IT to Human Resources.


Diageo’s CIO Brian Franz said:


“We’ve chosen ServiceNow as a system of record to automate our IT services…. We are excited to establish a firm foundation to centralize and automate the way IT and other global business services are delivered.”


Diageo is a prime example of what we’re seeing as a larger global trend.  As companies expand they are looking for a more systematic way to deliver their enterprise services. Consolidating the glut of on-premise, single-purpose tools in favor of a cloud-based and standardized platform transforms how services are requested, processed, analyzed and reported. 




Clearly, the role of IT is changing from being an administrator of infrastructure to becoming a driver of enterprise services. At Diageo, the team has already gone live with the ServiceNow Service Automation Case Management Application as an employee portal to its global HR support organization. Mr. Franz and his team are leading this transformation for Diageo and we’re excited to be part of it.


Whether you say “Sláinte” orSalute,” you’ll find that service automation is a growing trend crossing national lines to drive great efficiencies across enterprises. So let’s tip a glass to leaders like Diageo for blazing a bold path of services innovation.


More information on Diageo’s ServiceNow decision can be found in the press announcement.

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