ServiceNow Becomes the Connective Platform for Accenture's Global IT Operations
Accenture, a global professional services firm, accelerated incident response and unified IT operations by implementing ServiceNow as its foundational IT Service Management platform.
Value Results Summary
Accenture, a global consulting and professional services firm with 738,000 employees, needed to unify its IT operations across multiple departments and platforms. The company recognized that effective technology implementation required more than automation—it demanded the intersection of human ingenuity and technological capability. To achieve this vision, Accenture deployed ServiceNow as the foundational platform for its IT Service Management architecture, creating a unified backbone for all operational systems.
ServiceNow serves as the "connective tissue" of Accenture's IT ecosystem, enabling the company to run all its other platforms on a shared foundation. Rather than maintaining disconnected systems across departments, Accenture established a single source of truth for IT workflows, service management, and operational intelligence. This centralized approach allows multiple departments to communicate seamlessly while maintaining visibility across the entire IT landscape, supporting the company's ability to introduce new capabilities and drive digital transformation for both its organization and its clients.
Since implementing ServiceNow, Accenture has transformed its incident response and operational agility. The platform enabled the company to handle incidents 10x faster, significantly reducing mean time to resolution and improving service availability. According to Penelope Prett, Senior Managing Director, "ServiceNow as a core part of our architecture helps us to introduce new capabilities and helps our clients to transform." The solution has become instrumental in supporting continuous innovation and delivering on Accenture's promise of combining technology with human ingenuity to create measurable business outcomes.
