Case Study: Kingfisher (Europe’s largest home-improvement retailer) achieves rapid IT consolidation and modernized service management with ServiceNow

Kingfisher - Customer Case Study

Kingfisher, Europe’s largest home improvement retailer with over 1,000 stores, faced a fragmented IT landscape and two legacy ITSM products that made supporting 28,000 PCs, 1.5 PB of storage and multiple websites costly and slow. The patchwork tools caused poor reporting, expensive self-service rollouts and manual workarounds across different service centers and countries, prompting a search for a single, modern ITSM platform.

Kingfisher chose ServiceNow and—working with ServiceNow Professional Services—implemented Incident, Problem, Change and CMDB applications in about 4–5 months. The consolidated platform delivered clearer change visibility, a modern user experience, strong performance, simpler licensing and a low training curve; next steps include a service catalog, self-service and automation to speed and standardize delivery and increase team confidence in ongoing evolution.

Kingfisher

Ben Hetherington

Group Service Delivery Manager