Accenture’s ServiceNow strategy started as a tactical and technical re-platforming and has since evolved to a broader vision and journey aimed at transforming service and operations management. Accenture began with its migration of legacy ITSM tools to the ServiceNow platform. Accenture’s global IT organization executed a global consolidation of ITSM applications and processes to ServiceNow as its single system of action.
As Accenture embraced the new platform, follow-on work continued to improve service management processes. In the next year, the company deployed additional services, including a central IT request and self-service portal, Accenture Support, across all Accenture geographies.
The following year, Accenture furthered its global IT operations journey by adopting services from the ServiceNow IT Operations Management (ITOM) suite. The goal was to consolidate multiple, siloed CMDBs into one and gain transparency and control over Accenture services, applications, and infrastructure to improve critical service reliability and stability.
The ServiceNow ITOM suite helps enable multiple components, including the automation of infrastructure discovery, compliance maintenance, services mapping, and events rationalization. Accenture initially deployed Discovery and Event Management to cleanse the CMDB foundation to support the enablement of subsequent ITOM features.