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The platform economy

Accenture innovates service management using ServiceNow


For Accenture’s IT organization, providing high-quality technology support for approximately 400,000 employees and contractors in more than 200 cities in 56 countries requires robust IT service management (ITSM) tools. In recent years, however, Accenture’s tools reached a point where they could no longer be easily upgraded or extended to support IT priorities and goals. Other technology tools supporting Accenture’s internal businesses were also aging.

This situation led IT to rethink its approach, especially as Accenture navigates its digital business transformation journey, embracing cloud-based, highly configurable and scalable platforms. With the growing trend of digital platforms and ecosystems top of mind, IT performed an assessment of service management systems in the marketplace.


Accenture needed a comprehensive, modern and secure platform to meet its goals and improve the employee experience. IT’s assessment led to choosing the ServiceNow cloud-based platform for Accenture’s ITSM capability. Accenture wanted to capitalize on the solution’s functionality, cloud-based architecture and Platform-as-a-Service (PaaS) strengths.

IT, partnering with Accenture’s global ServiceNow practice and Accenture Technology, set out to use ServiceNow at hyper-scale—establishing architectural standards and “guard rails,” incorporating ServiceNow as a strategic “system of engagement” in the ecosystem, and focusing on employee-centric service design. The team subsequently executed a highly complex global consolidation of ITSM applications and processes to ServiceNow as its single system of action.

Accenture quickly realized that it could use ServiceNow to consolidate, standardize and improve service management activities across the enterprise. Accenture took the opportunity to leverage its central request management portal as the hub for all of its employees’ cross-organizational service needs.

Accenture then tackled incremental functionalities—such as employee case management, background check management, corporate finance demand, and master data request and automated fulfillment—and implemented them on the ServiceNow platform. Less than one year after Accenture’s ITSM pilot on ServiceNow, the company had expanded the platform’s footprint to include management of select HR, Finance, Legal and Facilities services as well.


The ServiceNow journey continues to unfold. Accenture’s ServiceNow strategy has evolved from a tactical and technical re-platforming to a broader vision aimed at transforming employee experience and service management.

“Accenture’s migration of ITSM to ServiceNow is addressing our original objectives and more,” says Tony Leraris, Infrastructure Services for Accenture Lead. “It is supporting the performance and scale requirements of the business, while driving synergies and asset sharing across the enterprise. With the expansion of ServiceNow to other internal functions, we are realizing the transformative impact that the solution can have on how we work and how we serve our employees.”

Strategically, ServiceNow is furthering Accenture’s alignment to the platform economy. It is doing so by technically and functionally integrating with other enterprise platforms to optimize experience, reuse core capabilities and eliminate data duplication.