Service management

Modern IT organisations need to manage across the blurred lines to be successful. Is your thinking boundaryless?

End-to-end service management - boundaryless model

We live in a digital, service-based economy, where every enterprise is powered by technology. Yet every enterprise IT organisation is facing challenges as the boundaries between applications, infrastructure, development, security and operations are increasingly blurred.

Even focused objectives—such as cost reduction or increased agility—need to be balanced with other priorities—such as improved reliability or reduced risks—and, whilst localised improvements have some value, leading IT organisations need an approach that can cater for increasingly blurred lines.

Accenture’s boundaryless approach requires end-to-end service management thinking. Starting with things like a bank’s Mobile Banking Service, a pharmaceutical’s Drug Labelling & Packaging Service, or a health care provider’s Patient Records Service, we are increasingly helping clients combine the best ideas from Agile, DevSecOps, SRE and ITIL4 to find the appropriate balance between the competing priorities of reliability, speed-to-value, risk and cost-to-serve.

Digital enterprises need modern infrastructure with compute, network, workplace and data capabilities to meet the opportunities of today and tomorrow.

By the numbers


Business executives say that IT really understands the business


Percent of business and IT executives expecting more than 40 percent of their workforce will requiring substantial reskilling due to the impact of technology


Companies with annual revenues greater than US$6 billion are reporting the pace of innovation as accelerate or significantly accelerated due to emerging technologies


Accenture is uniquely positioned to help clients navigate the blurred lines of technology, offering the full spectrum of capabilities–from strategy and design to transformation and operations.

Service strategy

Define the vision for achieving service excellence, baseline business satisfaction, define service metrics and create the business case for change.

Service-based Operating Model

Assess current-state capabilities, define future-state & implement a service-based Operating Model that leverages cloud capabilities & agile thinking.

Service management tooling

Design processes, select and implement strategic tools), and establish AIOps capabilities that leverage analytics, automation and machine learning.

Service integration and management

Establish a Service Integration & Management (SIAM) Function, define sourcing strategies, and manage third party performance.

Service reliability

Improve business-critical service reliability through initiatives addressing technical, procedural, cultural, and organizational improvements.

Next gen service desk

Run a 21st century multi-channel, front-line, customer support capability, leveraging modern technologies, analytics, automation and machine learning.

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Awards & recognition

Find out why Accenture is a recognized leader in the field of end-to-end service management.


Leaders in Worldwide ITSM Implementation Services


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