KPMG introduces agentic AI for Global Business Services: practical gains for operations
KPMG has launched Global Business Services with KPMG Velocity, an agentic AI offering built on the ServiceNow AI Platform. It streamlines workflows across finance, procurement, HR, and IT, bringing people and AI agents into one operating rhythm. The aim is straightforward: remove friction, shorten cycle times, and make cross-functional work easier to run at scale.
The service blends KPMG firms' insights, methods, and data with AI capabilities, delivered as a program or managed service. For operations leaders dealing with backlog, handoffs, and disconnected tools, this is about orchestrating end-to-end value, not just automating single tasks.
Why it matters for operations
Most teams don't fail for lack of effort. They fail in the gaps-handoffs, approvals, and the "who owns this?" moments. Agentic AI closes those gaps by coordinating work across functions and making decisions in real time where rules are clear.
Velocity focuses on the user journey and the moments that matter, so the experience for employees and stakeholders is consistent. That consistency is where throughput improves and rework drops.
Key features
- Focus on value: People and AI agents working together to drive measurable outcomes, delivered as a transformation program or a managed service.
- Seamless orchestration of work: Move beyond task-level automation to coordinate value streams across finance, procurement, HR, and IT.
- User journey focus: Prioritize high-impact touchpoints to create a smoother, more personalized experience.
- Real-time collaboration: AI agents enable cross-functional collaboration that breaks silos and speeds decisions.
What the leaders are saying
"We are confident that the new Global Business Services with KPMG Velocity offering can deliver value for KPMG firms' clients, helping them to achieve their business objectives through an agile agentic AI service," said Ian Hancock, global head of consulting. "I believe we are on the cusp of a pivotal moment - this is likely to be the last generation to manage only humans as we prepare the workforce for a future with AI and agent-to-agent communication."
"At ServiceNow, we're redefining how businesses operate through intelligent automation," commented Paul Fipps, global customer operations at ServiceNow. "Our collaboration with KPMG helps accelerate the delivery of agentic AI to empower organizations to boost efficiency and enhance data-driven decision-making. By leveraging KPMG professionals' deep expertise across the ServiceNow AI Platform, our shared customers can integrate AI-driven services that are actionable, scalable and secure."
How agentic AI shows up in daily operations
- Finance: Close orchestration with automated variance narratives; AP exceptions triaged by agents; forecast updates pushed to stakeholders without chasing.
- Procurement: Supplier onboarding with risk checks; tail-spend buying guided to approved catalogs; contract cycle-time trimmed via agent-led routing.
- HR: Case resolution with policy-aware agents; onboarding checklists that trigger IT and facilities tasks automatically; sentiment signals flagged for action.
- IT: Ticket triage and root-cause suggestions; change windows scheduled against business events; incidents coordinated with finance and HR impacts in mind.
Instead of five tools and three meetings to move one request, a network of agents coordinates the steps, escalates when needed, and keeps humans focused on judgment and exceptions.
Ecosystem moves to watch
KPMG is working with ServiceNow to test the next wave of generative AI so teams can build skills and apply them in client environments. It also expanded investment in Agentforce, Salesforce's agentic layer for digital labor, signaling a broader bet on agent-based operating models across platforms.
Implementation checklist for operations leaders
- Start with a value stream: Map the end-to-end path (request to resolution). Identify 3-5 high-friction moments to target first.
- Pick a cross-functional pilot: Example: employee onboarding (HR + IT + facilities + finance). Define clear SLAs and success metrics.
- Wire the data: Connect core systems to the ServiceNow layer. Ensure clean identifiers, policy rules, and audit trails.
- Set guardrails: Define what agents can do automatically, what requires approval, and who owns exceptions.
- Measure what matters: Track cycle time, first-contact resolution, rework rate, and satisfaction. Review weekly and iterate.
- Scale by playbook: Document the pattern, templatize prompts and policies, and roll to the next value stream.
- Governance and risk: Embed security, privacy, and compliance checks in the workflow-not after the fact.
What to do next
If you run operations, request a contained pilot on a single value stream with clear ROI. Pair a process owner with an AI product owner, and commit to two-week iterations for 60 days.
Upskill your team on agentic AI patterns and workflow design so you can own the playbook, not just the tool. For role-specific learning paths and certifications, review options here: AI courses by job.
Bottom line
Agentic AI isn't about chasing shiny tools. It's about reducing friction across the work your business runs every hour of every day. KPMG Velocity brings a structured way to do that on the ServiceNow AI Platform-with a clear path to scale across functions.
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