Delivering value for customers at speed
Accenture is a global professional services organization, working with 91 of the Fortune 100 companies to unlock the power of technology and nurture talent to deliver better business outcomes. It has more than half a million employees, 6,000 clients, an ecosystem of 185 partners, and 7,900 patents and patents pending worldwide.
Transforming service management
In 2016, Accenture began a digital transformation to optimize service management. It needed to consolidate six IT Service Management (ITSM) solutions, including 15 support portals, which was making it complex for users to access the right support services. The team also wanted to take the opportunity to accelerate service delivery and streamline operations with a faster, more scalable solution.
Taking a platform approach
To simplify access to support, the company decided to take a platform approach that went beyond simply improving IT services. As Karen Odegaard, Managing Director – Global IT, Digital Worker Technology, explains, “Some issues touch multiple departments, from IT, to HR, finance, and asset management, for example. We decided to take a broader approach and think about enterprise services to improve the user experience and make life easier for everyone.”
And, to bring its vision to life, Accenture partnered with ServiceNow to create one workflow platform and a home for enterprise services, replacing well over 50 applications and multiple asset management spreadsheets with a single solution.