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ServiceNow ITOM at Accenture

Accenture’s adoption of ITOM services simplifies IT operations management at scale and speed and increases data accuracy on IT infrastructure use.

Call for change

When tech meets human ingenuity

"Before ServiceNow Discovery, we didn’t have a three-dimensional view of our infrastructure with all the interconnections. Now, we have a depth of detail into what we own and manage and how everything connects. It’s a huge leap in capability."

— RICH PALUMBO, Managing Director – Infrastructure and Application Development and Delivery – Accenture

A valuable difference

Operating with service centricity

41% reduction in resolution time by improving incident routing.

Streamlining of event management

90% reduction in elapsed event-to-incident time 34% reduction in false positives.

Modernizing of tools

4 legacy tools decommissioned.

Discovering everything, eliminating reconciling

Refreshes 4x daily.

Consolidating inventory

75% reduction in siloed inventories from 4 to 1, and to 1 common process 50% improvement in configuration item accuracy.

Meet the team

Karen Odegaard

Managing Director – Global IT, Technology Platforms

Rich Palumbo

Managing Director – Global IT, Intelligent Technology Operations

Tom Bruss

Director – Global IT, Technology Platforms

Bryan Locke

Senior Manager – Global IT, Enterprise Technology, Intelligent Cloud & Networks