Heineken to introduce ITOM as a functional capability within their global service model

30 July 2020

Heineken are a global brand selling products in 192 countries and with a worldwide workforce of 85,000 people. In the UK there are several sites which include offices, prodution and pubs with over 2500 employees.

Current challenges

The real goal is to get on the front foot and rather than react to problems, proactively avoid them. – “The worst scenario is hearing about an issue from a customer or stakeholder.”

Process to date

Heineken have a policy of ‘Bringing the outside in’ and learning as much as possible from other people with similar challenges. With this in mind Thomas attended the NOWBOX conference in January and was particularly inspired by the ITOM presentations from Virgin Money and the Thames Water story as presented by Phil Taphouse from ITOM Solution.


We then went on to attend an ITOM Workshop with Phil and brought along representatives from various parts of the business to get wide ranging exposure, opinions, ideas and ultimately buy in.

The art of the ITOM possible with both Virgin Money and Thames Water really resonated with me The whole team left the workshop buzzing with ideas We are now introducing ITOM as a functional capability within our global service model. Thomas Black IT Service Process Specialist


Heineken created a POC based on click share devices that were heavily used in multiple meeting rooms all over the UK. These were to be monitored via Solarwinds to give a centralised dashboard view in ServiceNow® with tickets automatically created and assigned with associated event logs. This is being created on a test instance with a mid server.


Whilst Covid has obviously changed the need for meeting rooms the principle of using ITOM to move from reactive to proactive is still very exciting and Heineken are already looking at multiple business case opportunities beyond the initial proof of concept.

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