Global ITSM Consolidation Drives 20-50% Productivity Gains for Deloitte
Deloitte, a global professional services firm, standardized IT service management across 150+ countries by implementing ServiceNow AI Platform to eliminate inconsistent regional processes.
Value Results Summary
Deloitte, the world's largest professional services network, serves four of five Fortune Global 500 companies across more than 150 countries. With 300,000+ professionals delivering advisory, audit, tax, and consulting services, the organization faced a critical challenge: inconsistent approaches to service management across global regions. As service demands increased, outdated tools and fragmented processes prevented Deloitte from providing standardized, efficient workflows that its workforce expected. The company selected ServiceNow AI Platform as the foundation for global digital transformation, building on successful implementations in the UK and Canada that had already demonstrated significant efficiency improvements.
Deloitte deployed ServiceNow across multiple business functions to create a unified global operating model. The organization implemented IT Service Management, Strategic Portfolio Management, IT Operations Management, Security Operations, and custom workflows built with App Engine. Beyond IT, Deloitte extended ServiceNow to talent management, finance, billing, facilities, and customer service—ultimately creating more than 200 non-IT workflows. A ServiceNow Center of Excellence was established to ensure consistent adoption and to operationalize enterprise service management with a human-centric approach. The talent organization leveraged digital self-service for compensation inquiries, tax form updates, contract extensions, and benefit enrollment, while the billing organization automated interactions between centralized teams and distributed professionals, improving invoice handling and notification efficiency.
The results demonstrate the strategic value of standardized service management at enterprise scale. Deloitte achieved 20%-50% productivity increases across various business units and realized 25%-40% productivity gains in talent-related workflows. Automated billing velocity reduced Days Sales Outstanding by 10%-20%, directly improving the organization's bottom line. Stephen Mansfield, Americas CIO at Deloitte, noted that ServiceNow delivered a four- to five-fold ROI in workflow efficiencies. Today, professionals across the globe experience consistent, user-friendly self-service capabilities—whether requesting a laptop, updating personal information, or managing billing processes—without requiring training. As Deloitte continues to digitize additional workflows, the organization expects further efficiency gains and positions ServiceNow as the connective tissue for enterprise service management worldwide.
