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CLIENT CASE STUDY


ServiceNow at Accenture

Furthering Accenture’s alignment to the platform economy

OPPORTUNITY TO RETHINK

Platforms are powering the modern digital agenda. They are enabling new business models and the building of ecosystems around them. As a company on its own digital transformation journey, Accenture is embracing cloud-based, highly configurable and scalable platforms with inherent mobile capabilities. One area ready for change was Accenture’s service management tools and capabilities.

Many of the 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 Accenture to assess marketplace platforms that were comprehensive, modern and secure to meet new and existing needs. Accenture needed to find a solution that met IT service management (ITSM) requirements and could quickly expand to support services across internal businesses such as HR, Marketing, Finance, Legal and Facilities services.

ADOPTION OF SERVICENOW

Accenture’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.

The migration of Accenture’s legacy ITSM tools to the ServiceNow platform established the service management foundation for Accenture. Internal IT, partnering with Accenture’s global ServiceNow practice and Accenture Technology, set out to use ServiceNow at hyper scale—establishing architectural standards and “guardrails,” incorporating ServiceNow as a strategic “system of experience” in the ecosystem, and focusing on employee-centric service design.

The 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 decommission of six legacy applications. To fully migrate and streamline IT service management across Accenture’s 8,000-plus technology service personnel, the team transformed more than 5,000 configuration data elements, developed 21 integrations and established a central IT request and self-service portal across geographies. Given Accenture’s size, the work was complex and challenging.

As the internal IT team addressed its IT service modernization needs, they learned increasingly more about the power of the ServiceNow platform and executed against an expanded strategy. They identified additional ways ServiceNow could bring value by streamlining and digitizing service management activities across the enterprise. Accenture looked at incremental functionalities—such as employee relations case management, financial and master data requests and automated fulfillment, background check management, and payroll and benefit services—and implemented them on the platform. Less than a 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.

Moving to this single platform for so many parts of the business led Accenture to introduce a new, cross-organizational governance model to support platform strategy, define cross-organizational priorities and drive transformational objectives.

Accenture continues its extension of ServiceNow to enhance employee experience and benefit all corners of the business by enabling consumer-like services. This transformation started by consolidating corporate function services through a ServiceNow system of experience. Accenture established its enterprise-wide central request management portal, Accenture Support, as the gateway for all employees’, contractors’ and alumni cross-organizational service needs. This eliminates the guessing game of which site to visit for help. And, with the ServiceNow support portal, Accenture employees can request and process service requests anytime, anywhere through their computer, mobile device or tablet.

Accenture continues to scale and enrich its support portal capabilities by packaging disparate, cross-organizational processes and systems of record—all of which an employee requires at certain points throughout their career—to present them in seamless and intuitive services. For example, Accenture recently architected a transformed leave of absence experience via Accenture Support. “Almost 40,000 employees take leave each year, and with around 6,000 people on a leave at any given point in time, it made sense to start with this process,” explains Anne Doubet, Global Absence Experience Lead.

Accenture followed a service design approach to build an integrated employee and leave administration experience that smoothly connects all absence readiness and return-to-work activities. The solution wraps multiple disconnected platforms and functions into one integrated, end-to-end experience accessible via Accenture Support. It’s a new way of approaching a solution. Accenture is not just designing a new tool, it is thinking about how to uncomplicate an employee’s leave and return to work. Accenture is doing the same for employee travel and relocation services—bringing together policies, approvals, travel choice, booking and setup in one destination. Accenture continues to design similar services for new employee onboarding, laptop replacement and recruiting candidate experience.

PLATFORM ECONOMY BENEFITS

ServiceNow advances Accenture’s alignment to the platform economy by technically and functionally integrating with other enterprise platforms to optimize experience, leveraging reusable core capabilities and eliminating data duplication. As the primary platform for enabling cross-enterprise functions, ServiceNow provides 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

REDUCED IT HELP DESK
RESOLUTION AND
HANDLING TIME

OPTIMIZED COST TO SERVE THROUGH PLATFORM CONSOLIDATION

OPTIMIZED COST TO
SERVE THROUGH
PLATFORM
CONSOLIDATION

DECREASED OPERATIONAL AND SOFTWARE COSTS

DECREASED
OPERATIONAL AND
SOFTWARE COSTS


QUICK AND EASY UPGRADES

QUICK AND EASY
UPGRADES

IMPROVED SPEED AND ACCURACY THROUGH AUTOMATION

IMPROVED SPEED AND
ACCURACY THROUGH
AUTOMATION

INCREASED EMPLOYEE ENGAGEMENT

INCREASED EMPLOYEE
ENGAGEMENT

Driven by business strategy and active collaboration with ServiceNow on its product road map, Accenture has charted a course for using more ServiceNow features over time. This direction includes shifting to a business service-based IT model with the exploration of IT operations management and IT business management. Other opportunities include leveraging ServiceNow to further Accenture’s employee-centricity agenda and reduce custom and country-specific applications in the ecosystem, thereby improving user satisfaction and productivity.

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