IT Service Excellence: Services Overview

IT organizations face a host of complex challenges: Failure to meet service levels; the perception by their customers of being ineffective; overspending on maintenance; pressure to reduce operational expenses while continuing to maintain service levels; and the need to develop infrastructures that support new initiatives with better aligned ROI. Accenture IT Service Excellence provides an ongoing process of managing, monitoring and reporting on technology and the business services it affects, which reduces cost (up to 30 percent), improves service delivery quality and reduces overall IT costs of ownership (up to 20 percent).

Benefits include reduced cost (up to 30 percent), improved service delivery quality and reduced overall IT costs of ownership (up to 20 percent). Accenture IT Service Excellence is differentiated by our Accenture Maturity Model for ITIL assessment that can recommend strategic and tactical initiatives. We use a broad-based, service-oriented approach, and we have extensive experience integrating heterogeneous management capabilities and a strong track record of successful large scale transformations to service-oriented support models. Additional benefits include:

• Global Service Desk operations can achieve cost reductions of 35 percent annually or more in multiple languages while exceeding industry standard service level agreements (SLAs).

• End-to-end service management initiative can streamline processes and improve IT process maturity levels.

• Service delivery transformation (focused on process transformation, data layer stabilization and enterprise management) can reduce the overall service delivery budget.

• An Accenture Maturity Model for ITIL assessment can recommend strategic and tactical initiatives to achieve cost reductions up to 30 percent, while improving service delivery quality.

• Our strategic sourcing and IT procurement service can reduce non-labor IT costs by 15-20 percent.

• Cross Functional Services provide the orchestration of services across the enterprise, reducing downtime and cost and improving service levels.

Many organizations fail to meet service levels, are perceived by their customers as ineffective, and are spending too much to maintain their business systems. New technologies continue to add to the complexity and to the cost of running IT. IT organizations are also being asked to reduce operational expenses while continuing to maintain service levels. Competitive pressures are requiring IT organizations to develop and manage infrastructures that deliver new applications to fuel new initiatives with better aligned ROI. Accenture brings:

Deep ITIL Expertise
In addition to co-authoring an ITIL Service Strategy book, Accenture has been listed first on the “Global Outsourcing 100” by the International Association of Outsourcing Professionals for two consecutive years.

Talent
Our team includes hundreds of ITIL-certified practitioners. We also have extensive experience integrating heterogeneous management capabilities in support of a multi-tenanted cloud infrastructure.

Proven Assets, Approach
We bring a holistic, service-oriented approach and proven assets (i.e., our ITIL Maturity Model) and a strong track record of successful large-scale transformations.

Accenture IT Service Excellence is the on-going process of managing, monitoring and reporting on technology and services and the business services they impact. It allows operations to manage and observe the health of IT services, as well as ensure that business service levels under-pinned by IT service levels are always in a state of compliance and made visible to stakeholders, along with IT spend levels. As part of its IT Service Excellence offering, Accenture provides the following specific services to help clients develop, manage and optimize their service-delivery capabilities:

• Service Desk Design & Implementation: With the rise in the number of applications and devices used by an organization has come greater demand for 24/7 technical support. Accenture helps clients design and implement IT service desk support capabilities—based on Information Technology Infrastructure Library® (ITIL version 3) practices—that are tailored to meet each client’s specific service needs.

• Service Management & Governance: Accenture offers a pragmatic roadmap to help its clients manage—and exceed—customer expectations for IT service delivery. The first step involves understanding and defining the IT services to be offered. Step two involves creating the service level agreements, the organizational structure, governance models, and the service design and action plans to achieve customers’ objectives. The third step focuses on communicating value in terms the customer will understand, identifying additional value-creation opportunities, and providing real-time assessments of IT performance.

• Service Desk Outsourcing: Accenture Service Desk Outsourcing provides clients with a single point of contact for all technology service incidents and requests, improves first-contact issue resolution with proprietary troubleshooting processes and tools and seamlessly manages all escalated incidents and problems. The service—which currently provides help desk support to more than 1.6 million end users—minimizes the cost of downtime to the business, helps ensure that IT service delivery is aligned to business outcomes and introduces remote and/or self-service capabilities that can reduce help desk costs by 30 to 50 percent.