RESEARCH REPORT

In brief

In brief

  • Accenture’s Living Systems approach is a technology-powered business transformation that enhances agility, revenue growth, and customer experience.
  • The ability to understand exactly an organization’s assets and their true value to the enterprise is a key component of a reimagination strategy that ServiceNow supports.
  • Leveraging ServiceNow to move toward a zero-based IT (ZBIT) mindset can be an important part toward embracing a Living Systems approach.


The pandemic accelerated many companies’ digital transformation aspirations in a way no one could have anticipated. Companies already built for resilience, however, are bouncing back quicker and tackling pieces of those transformations ahead of their competition—with eyes on the future.

Here to help enable business transformation is Accenture’s Living Systems—an approach that creates value by moving several different levers of change, including strategy, organization, technology, and talent—all in an agile way. One cloud platform in particular, ServiceNow, supports elements of a Living Systems approach, helping companies to implement big changes in small increments. The goal? To use the ServiceNow platform to transform organization-wide visibility and control of enterprise IT.

Specifically, there are five ways ServiceNow is helping enterprises do so:

1. Supporting a flexible technology core for sustainable change as a cloud platform of business transformation

ServiceNow supports the reimagination of growth strategies by helping organizations unlock the full value of technology. The ability to fully understand an organization’s assets and its true value to the enterprise is a key component of a the ServiceNow strategy.

Some organizations have built a configuration management database (CMDB): a database to store information about infrastructure and applications and the relationships and interdependencies between them. This, plus a discovery process, software asset management, and cost modeling, highlight which enterprise applications are actually being leveraged.

Using indicators such as cost, quality, risk, user satisfaction, and business alignment provide a “single pane of glass” which the ServiceNow platform can use to manage IT dynamically.

2. Reimagining growth strategies with a Zero-based Mindset for IT (ZBIT)

The core principle of Zero-based Mindset for IT (ZBIT)? Instead of focusing solely on taking cost out of the old, you look to shift those freed-up resources to the new.

To make this sustainable, companies need to aggregate and map all new business demand and compare with a catalog of existing business capabilities. Again, ServiceNow provides a single system of engagement to support this value-driven IT strategy. This growth strategy is unified across business and technology and evolves toward a more data-driven, intelligent enterprise.



3. Empowering Innovation: Accenture’s own journey to user-centered applications

We consolidated our employee support portals into a ServiceNow portal: To date, more than 1,200 enterprise services have been migrated to a single ServiceNow platform. This allows our people to get support with requests including things like financial and data requests, background checks, and benefits management. And, it engages the Living Systems element of innovation empowerment.

With the common service data model and application portfolio management framework in place, an enterprise is ideally positioned to drive toward a Living Systems aspiration—and start building a truly customer-centered organization that can thrive in the digital economy.

These efforts have enabled us to invest in our digital transformation faster, including:

Unifying end-to-end lifecycle management of 1.5 million hardware, software and workplace assets, from purchase to retirement

Improving IT operations with dynamic operational insights into application and service health

Leveraging machine learning to perform automated data-driven decisions

View All

4. Invoking collaboration between the business and IT for agility and experimentation

To build a platform for enterprise IT that supports an incremental Living Systems approach, it all starts with a solid data foundation. Once the configuration management database (CMDB) becomes the foundation of enterprise IT, it will standardize terms and categories across service offerings, business services, as well as application services. And, it will help to define the high-level business capabilities your organization requires.

An opaque IT organization can cause inefficiencies. For one auto retailer, it created 12 tools across five regions for doing the same thing: helping customers find the right tire size.

View All
Invoking collaboration between the business, IT for agility, and experimentation: Based on experience helping companies propel innovation as part of Living Systems, we’ve identified actions that drive resiliency and growth to lead into the future.

5. Putting technology at the heart of business

Enterprises making transparent investment decisions in systems for its people: With business applications extending into IT value chain, they’re also critical for driving investment decisions. Organizations must continuously rationalize and assess which applications they invest in, maintain, replace, or retire.

And the result is a more vital, adaptive, and scalable application landscape, and an enterprise better suited to a changing marketplace by:

  • Identifying security risks in legacy applications, and replacing accordingly
  • Retiring redundant applications to control sprawl
  • Standardizing operations and common technology platforms
  • Introducing innovation, cutting-edge technology, and better business processes
  • Understanding business needs and thus evaluating vendors

With the common service data model and application portfolio management framework in place, an enterprise is ideally positioned to drive toward a Living Systems aspiration—and start building a truly customer-centered organization that can thrive in the digital economy.

Christopher Brown

ITx Global Play Lead – Accenture ServiceNow Business Group


Sarah Reinhart

Certified Master Architect – Accenture SNBG


David Stefferud

Software Engineering Manager – Accenture SNBG

Contributors

Albert Hsu

Sr. Advisory Solution Consultant


Richard Win

Sr. Advisory Solutions Consultant – ServiceNow


Prabjoth Saimbhi

Advisory Consultant – ServiceNow

MORE ON THIS TOPIC

Pivot value with Living Systems
The power of ServiceNow at Accenture

Subscription Center
Stay in the Know with Our Newsletter Stay in the Know with Our Newsletter