As a ServiceNow Global Elite partner, Deloitte doesn’t just deliver innovation and impact—they define it. What began in 2017 as a strategic alliance using a mix of ServiceNow solutions has grown into the ServiceNow AI Platform, becoming the backbone of how Deloitte works across its complex global network.
“ServiceNow transforms how we operate at scale,” says Joe Erskine, ServiceNow Product Group Leader, Deloitte Technology Global. ”We can enable all of our member firms to work smarter, innovate faster, and lead the way in enterprise transformation—both for ourselves and our clients.”
The challenge: IT overcomes critical technology and business obstacles with a unified platform
Deloitte operates through a network of member firms worldwide. This federated structure offers many advantages for clients—combining local market expertise with global resources to help businesses achieve their goals. But it also creates organizational challenges for Deloitte as it navigates the needs of a 400,000+ global workforce.
Deloitte sought to modernize the independently managed systems and processes used by its member firms by increasing innovation and delivering tailored solutions that better support their unique needs. To reduce silos and lower business risk, Deloitte unified the enterprise onto the ServiceNow AI Platform. The goal was to connect member firms through a shared system that helps teams complete everyday tasks more efficiently while also expanding Deloitte’s service portfolios and opening new growth opportunities.
The company began by implementing ServiceNow IT Service Management (ITSM) to unify IT services, resulting in a surge in monthly usage by 290%. Deloitte also recognized an opportunity to expand the platform beyond IT to support other essential services at member firms.
A top priority included streamlining access to HR information and services by automating manual workflows. Additional areas targeted for improvement focused on risk, customer service, and finance. Across member firms, IT analysts, HR specialists, operations managers, and employees seeking support faced daily challenges navigating disconnected systems, redundant workflows, and siloed data. In response, Deloitte set out to accelerate AI readiness throughout the organization, quickly rolling out new AI-enabled capabilities to improve workflows for teams companywide.
The solution: Deloitte creates a Center of Excellence to drive ServiceNow strategy and standardization across the enterprise
To prioritize and streamline the adoption of AI, Deloitte established a ServiceNow Center of Excellence (CoE)—driving strategy and scaling implementation. Using the ServiceNow AI Platform, the CoE expanded the reach of ServiceNow across firms. AI use cases were rolled out to 250,000 employees—more than half the global workforce—in just six months. Working with out-of-the-box use cases built on ServiceNow solutions greatly accelerated the implementation.
The CoE champions ServiceNow expansion across Deloitte by providing best practices and support that ranges from change management tactics to developer guidelines. With executive support, the case for using the ServiceNow AI Platform gained credibility across the global organization. The platform was viewed as a strategic enabler of business performance beyond IT to include HR, finance, customer service, and risk reduction.
ServiceNow solutions were used to unify more than 60 tools and 38 cyber services, integrating enterprise data and automating routine tasks across departments. By consolidating data onto one platform, Deloitte has improved visibility into operations and can gain insights to continually refine workflows. The result: business units have achieved productivity gains of 20% to 60%.
Today, IT analysts can proactively monitor system health and resolve incidents with predictive insights, while operations managers gain real-time visibility into performance metrics. At the same time, HR specialists manage employee requests and onboarding through streamlined workflows, with many employee requests handled through efficient AI actions.
Member firms agreed to standardize global cybersecurity services on ServiceNow Integrated Risk Management (IRM) and Security Operations. These comprehensive tools not only help to manage enterprise risk but also supercharge digital resilience without increasing costs.
Extending the benefit of the ServiceNow AI Platform to clients, Deloitte developed new services based on its own success with the platform. Deloitte’s ServiceNow Operate Services is an offering that helps clients modernize and innovate while harnessing Deloitte’s human capital consulting skills. Operate Services enable clients to transition ongoing management of their ServiceNow implementations to Deloitte. It also well-positions them to navigate future change and reimagine business models.
“We empower teams to unlock the value of AI—for ourselves and our clients—by encouraging collaboration through a shared ServiceNow AI Platform,” Erskine explains.
The results: Business units improve productivity up to 60% using AI
The partnership is delivering real returns to Deloitte and its clients. ServiceNow AI Agent capabilities dramatically improve productivity, with 740,000 AI-driven actions per year. With the use of Now Assist for ITSM, generative AI automatically creates case notes through case summarization. As a result, team members no longer need to read lengthy chat histories or consult multiple notes to come up with a solution, leading to 45% faster incident resolutions. Employees also spend 40% less time on searches with AI Search. Rather than directing people to a long list of knowledge articles, AI Search pulls out relevant, specific passages so people can get answers faster to their questions.
By integrating Now Assist, Virtual Agent, and Knowledge Management, Deloitte deployed a scalable AI-led HR knowledge and service platform worldwide. Teams experience AI-driven recommendations, tailored answers, and automated processes that maintain governance and accelerate decision-making. By combining AI with human-centered design, Deloitte transformed HR support into a unified, role-based experience. Deloitte employees have an intuitive interface for self-service. The approach is repeatable worldwide as part of a model to address inquiries fast and enhance productivity. Already, there’s been a 40% reduction in time to resolve HR inquiries.
With ServiceNow supporting operations across member firms, Deloitte encourages innovation, introducing new ServiceNow capabilities as they’re released. This empowers the enterprise to evolve quickly and cost-effectively. They’ve seen a 4X to 5X return on investment in operational efficiencies, with embedded AI underpinning Deloitte’s enterprise operations. For its global workforce, this translates to accelerated decision-making, enhanced governance, and a cohesive, intelligent service experience.
The unified strategy built on the ServiceNow AI Platform also improves risk and security. Deloitte now has real-time visibility into security across geographies through IRM. The benefits extend beyond member firms and impact clients worldwide, who see continued innovation in ServiceNow environments managed by Deloitte.
“We are innovating faster, reimagining our business, and navigating the future of technology with ServiceNow—and helping our clients do the same,” says Erskine. “With AI embedded across ServiceNow workflows, teams can move faster and smarter, and scale at the pace of innovation.”