Challenge

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. In 2015, our internal IT organization recognized the need for platform change in our service management tools and capabilities.

Service management applications from a variety of business areas had reached a point where they could not be easily upgraded or extended in line with company strategy. This situation led us to assess the marketplace for a comprehensive, leading-edge and secure platform to meet new and existing needs. What we found was a solution that met IT service management (ITSM) requirements and could quickly expand to support non-IT services for other internal functions.

Strategy and Solution

Our internal IT’s platform assessment resulted in the selection of ServiceNow to capitalize on the solution’s functionality, cloud-based architecture and Platform-as-a-Service (PaaS) strengths.

ITSM migration

The migration of Accenture’s legacy ITSM tools to the ServiceNow platform established the service management foundation for Accenture. Our team executed a global consolidation of ITSM applications and processes to ServiceNow as its 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 “system of experience” for employees.

Expansion enterprise-wide

As our internal IT team learned more, we did more. We identified additional ways ServiceNow could bring value by streamlining and digitizing enterprise-wide service management activities. Incremental functionalities—such as employee relations case management, financial and master data requests and automated fulfillment, and payroll and benefit services—were implemented on the platform.

Fast forward to 2019. We continue to find more ways harness the power of the platform. We are unifying end-to-end lifecycle management of 1.5 million hardware, software and workplace assets via a ServiceNow solution integrated with enterprise procurement and ERP systems. We are improving IT operations and management by discovering configuration items dynamically and tapping into event management for application and service health insights. Client teams use a self-service automated billing solution to generate and validate documents with the click of a button, reducing time by 99 percent and improving accuracy.

Leveraging Accenture’s experience platform

Accenture continues to extend ServiceNow as our enabler of enhanced employee experience, benefiting all business areas by “consumerizing” services. This transformation started by elevating Accenture Support to centralize enterprise-wide request management on a single service portal.

We are scaling and enriching our service portal capabilities by packaging disparate, cross-organizational processes employees need as seamless and intuitive services, regardless of system of record.

We architected a first-class leave of absence approach via Accenture Support. It helps individuals understand their options, design and submit their leave real-time, and see all actions throughout their leave process.

We are also creating a one-stop-shop for managing and simplifying international travel by aggregating policies, approvals, travel choice and reservations in one destination.

We’re producing innovative results and inviting IT to lead the disruption in the enterprise by inspiring new approaches.

Transformation

ServiceNow advances Accenture’s alignment to the platform economy by integrating with other enterprise platforms to optimize experience, leverage reusable core capabilities and eliminate data duplication. ServiceNow brings together process, technology and data to drive innovative business outcomes and numerous benefits to the business today and into the future:

Benefits to the business:

  • Reduced IT help desk resolution and handling time
  • Optimized cost to serve through platform consolidation
  • Decreased operational and software costs
  • Quick and frequent upgrades
  • Increased employee engagement
  • Improved speed and accuracy through automation
  • Enhanced sensitive data management and security
  • Reduced process inquiries for leave of absence
  • Improved investment decisions aligned with business strategy and service cost

Driven by business strategy and active collaboration with ServiceNow on its product road map, Accenture has charted a course for even more product and feature use over time. This direction includes:

  • Shifting to a business service-based IT model with 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
  • Migrating to ServiceNow's HR Service Delivery solution
"Accenture’s use of ServiceNow is showing us the transformative impact that the solution can have on how we work and how we serve our employees."

– TONY LERARIS, Accenture Infrastructure Services Lead

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