The power of ServiceNow at Accenture
Accenture furthers our platform-centric strategy by leveraging ServiceNow to move to a business service-based IT operating model.
Platforms power the modern digital agenda. They support new business models and the ecosystems built around them. As a company on its own digital transformation journey, Accenture is embracing cloud-based, highly configurable and scalable platforms.
Several years ago, we recognized the need for platform change in our service management tools and capabilities and selected ServiceNow for IT service management (ITSM). We wanted to capitalize on the solution’s functionality, cloud-based architecture and Platform-as-a-Service (PaaS) strengths.
To deploy ServiceNow, our global IT organization team needed to migrate Accenture’s legacy ITSM tools to the new platform. The team executed a global consolidation of ITSM applications and processes to ServiceNow as our single system of action. The scope included incident, problem, change, release, service request and configuration management and resulted in the decommissioning of six legacy applications used by Accenture’s 8,000-plus technology service personnel.
Additionally, we created a central IT request and self-service portal, named internally as Accenture Support, across geographies, establishing ServiceNow as Accenture’s strategic platform for digital enterprise service delivery.Expansion enterprise-wide
As our team addressed Accenture’s IT service modernization needs, we increasingly learned more about the power of the ServiceNow platform and executed against an expanded strategy. Our team identified additional ways ServiceNow could bring value by streamlining and digitizing enterprise-wide service management activities.
We looked at incremental functionalities—such as employee relations case management, financial and master data requests and automated fulfillment, background check management, and payroll and benefit services—and implemented them on the platform. Less than a year after our ITSM pilot on ServiceNow, we had broadened the platform’s footprint to include management of select HR, Finance, Legal and Facilities services.
Fast forward to 2021. With more than 1,200 enterprise services on a single platform, we leverage a cross-organizational governance model to support ServiceNow platform strategy and define and drive priorities. Accenture continues to find more ways harness the platform’s power across the company.Examples:
We are even extending ServiceNow to enhance the employee experience. We’re doing so by using design thinking to visualize integrated experiences and “consumerize” services.
Other integrated employee experiences. We continue to look at integrating other employee experiences, such as device replacement, to smoothly connect end-to-end activities. Looking through a new lens is producing innovative results and inviting IT to lead the disruption in the enterprise by inspiring and inventing new approaches. In addition, we are bringing more ServiceNow experiences to common digital worker destinations, like Microsoft Teams.
ServiceNow advances Accenture’s strategy to be platform powered by integrating with other enterprise platforms to optimize experience, leverage reusable core capabilities and eliminate data duplication.
Driven by Accenture business strategy and active collaboration with ServiceNow on its product road map, our global IT organization has charted a course for even more product and feature use over time. This includes shifting to a business service based IT operating model with ServiceNow IT business management and performance analytics for operational reporting; leveraging ServiceNow to reduce custom and country-specific applications in the ecosystem; managing the on-site IT service experience; investing in artificial intelligence and machine learning solutions; and rolling out ServiceNow’s mobile application.
ServiceNow brings together process, technology and data to drive innovative business outcomes and numerous benefits to the business today and into the future: