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CASE STUDY
How Accenture Does IT

Accenture's internal operations automation journey

Accenture makes major investment in IT automation capabilities to advance to more intelligent and touchless IT operations and business efficiency.

Call for change

Our global IT organization is applying the New now by transforming how our internal operations teams provide applications support to Accenture people through increased automation. The objective is to achieve more operational and business efficiency. Our strategy includes a quantum move toward intelligent automation and a longer-term vision to achieve pervasive touchless operations.

 

Our initial efforts with automation were informal, but early results were already automating standard and repetitive tasks and eliminating manual work. Recognizing the impact increasing automation could make on our internal operations, our challenge was to formalize our efforts and to drive a concerted global IT-wide intelligent automation program.

A valuable difference

As the domain of information technology automation matures, so do Accenture’s capabilities, use cases and solutions. Our global IT organization’s Automation Center of Excellence (COE) is providing the required structure, governance and discipline around automation to achieve the business goals of more operational and business efficiency. The COE teams collaborate with IT Operations teams to identify improvements that will make the most impact efficiently and effectively. After optimization, teams build and deploy optimizations and automations with the results tracked and reported.

 

Accenture's intelligent automation journey is delivering value for global IT operations and Accenture people by:

35% operational cost reduction

Delivered 1,000+ automation programs over three years resulting in 35% cumulative savings in operational cost, enabling investment in new capabilities

40% applications automated

Increased speed by enabling 40% of Accenture applications with automated technologies, driving greater efficiencies to deliver new business functions

10% resource capacity increase

Created additional resource capacity of more than 10% annually with greater workforce agility at scale, predictive insights and scalable solutions

Increased quality

Increased quality through reliable RPA and AI automation, reducing human intervention and errors

"Our intelligent automation vision is quite ambitious. We're miles ahead of the curve in what we are doing today, for an unprecedented tomorrow"

— RAHUL MAHESHWARI, Managing Director ─ Global IT, Operations Intelligent Automation, Accenture

Meet the team

Rich Palumbo

Managing Director – Global IT, Intelligent Technology Operations
LinkedIn

Rahul Maheshwari

Managing Director – Global IT, Intelligent Technology Operations
LinkedIn