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.

Several years ago, we recognized the need for platform change in our service management tools and capabilities and selected ServiceNow for IT service management (ITSM). We wanted to capitalize on the solution’s functionality, cloud-based architecture and Platform-as-a-Service (PaaS) strengths.

Strategy and solution

ITSM migration

To deploy ServiceNow, our global IT organization team needed to migrate Accenture’s legacy ITSM tools to the new platform. The team executed a global consolidation of ITSM applications and processes to ServiceNow as our 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 platform for digital enterprise service delivery.



ServiceNow at Accenture

Accenture CIO Andrew Wilson shares how employees are now able to access all of our service management tools through the ServiceNow platform. See more.

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Expansion enterprise-wide

As our team addressed Accenture’s IT service modernization needs, we increasingly learned more about the power of the ServiceNow platform and executed against an expanded strategy. Our team identified additional ways ServiceNow could bring value by streamlining and digitizing enterprise-wide service management activities.

We 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 our ITSM pilot on ServiceNow, we had broadened the platform’s footprint to include management of select HR, Finance, Legal and Facilities services.

Fast forward to 2020. With more than 1,200 enterprise services on a single platform, we leverage a cross-organizational governance model to support ServiceNow platform strategy and define and drive priorities. Accenture continues to find more ways harness the platform’s power across the company.

Examples:
  • We are unifying end-to-end life cycle management of 1.5 million hardware, software and workplace assets, from purchase to retirement, via a ServiceNow solution integrated with enterprise procurement and ERP systems.
  • We improve IT operations and management by discovering servers, networks and platform configuration items dynamically and tapping into event management to gain operational insights into application and service health.
  • We leverage ServiceNow’s machine learning to auto-assign incidents to fulfillers, resulting in 50 percent reduction in incident handling time.
  • We empower internal client teams with a self-service automated billing solution to generate and validate documents with the click of a button, reducing time by 99 percent while also improving accuracy.

Employee experience enhancement

We are even extending ServiceNow to enhance the employee experience. We’re doing so by using design thinking to visualize integrated experiences and “consumerize” services.

Examples include:

  • Accenture Support. We established Accenture Support to centralize enterprise-wide request management on a single service portal, making it the entry point for all employees’, contractors’ and alumni service needs. This eliminates the guessing game of which site to visit for help and allows Accenture people to request and process service requests anytime, anywhere through their computer, mobile device or tablet.
  • Employee services. We scaled and enriched our service portal capabilities by packaging disparate, cross-organizational processes—all which employees require at various points in their career—and presented them to the employee as seamless and intuitive services, regardless of system of record.

    Example include, we architected a first-class leave of absence (LOA) approach through Accenture Support—which helps individuals understand their options, design and submit their leave real-time, see an end-to-end view of all actions throughout their leave process—and provides LOA advocates to take care of Accenture logistics before returning to work.
  • International travel. Our global IT team also created a one-stop-shop for managing and uncomplicating international travel, with immigration and tax implications, through our People Mobility Gateway on Accenture Support. It reimagines the experience for Accenture’s international travelers—who raise more than 4,000 new requests monthly—by aggregating policies, approvals, travel choice and reservations in one destination.
  • Other integrated employee experiences. We continue to look at integrating other employee experiences, such as device replacement, to smoothly connect end-to-end activities. Looking through a new lens is producing innovative results and inviting IT to lead the disruption in the enterprise by inspiring and inventing new approaches.

"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."

— ANNE DOUBET, Global Absence Experience Lead – Accenture

Transformation

ServiceNow advances Accenture’s strategy to be platform powered by integrating with other enterprise platforms to optimize experience, leverage reusable core capabilities and eliminate data duplication.

Driven by Accenture business strategy and active collaboration with ServiceNow on its product road map, our global IT organization 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; investing in artificial intelligence and machine learning solutions; and rolling out ServiceNow’s mobile application.

ServiceNow brings together process, technology and data to drive innovative business outcomes and numerous benefits to the business today and into the future:

  • 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

Meet the team

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