12/24/2022 0 Comments Service now![]() ![]() I'm talking about making sure all of the core data, whether it be how it relates to a business service, how we feed out to our information security organization, how it feeds into our service management - that for me is operational management The speed is great, but the speed and scale and lack of insight and visibility, that became a bit of a challenge. This sprawl of the cloud can become very hard to manage. We all know that the shift to cloud is necessary and brings with it a host of benefits, but the management of cloud environments can also bring challenges with it. The company is already 90% in the cloud when looking at IaaS, and is beginning to embrace PaaS more and more too. The key message to take away from this is that Accenture has a laser focus on getting quality data into the ServiceNow platform from all areas of the business, in order to enable more automation of management down the line. Initially with discovery, event management, then embarking on service mapping and enabling other features within the platform. So I was brought in to help get a lot of core data into the platform, make it easier and compliment ITSM as we go through it. Over time that allowed us to create experiences within the platform. But then it gradually expanded out into other areas of business, such as finance, HR, workspace. ![]() Like most firms, we started with IT support primarily. As time went on, we enabled more and more services across different pillars of the organization. We unified, collapsing multiple ITSM platforms into one, and we were able to unify our service management processes and procedures. Our CIO at the time, his exact words were: "This is not a cost saving operation, this is about enabling long-term value for the internal IT organization". We saw an opportunity to unify the business. ![]() This has since developed to include IT request and self-service, across all Accenture geographies.įollowing on from this work, Accenture began adopting services from the ServiceNow IT Operations Management (ITOM) suite, with the aim of consolidating multiple, siloed CMDBs into one - to gain control and get insight into Accenture services, applications and infrastructure.īryan Locke, Infrastructure Manager for Accenture's IT organization, was brought in around this time as he has a vast knowledge of the company's infrastructure and the organization's journey to the cloud (where it has a multi-cloud strategy, making use of Azure, AWS and GCP). Accenture is aggressively pursuing a cloud strategy, but is consolidating and aligning its processes, systems and data into the ServiceNow platform to create a ‘single pane of glass' for IT users and IT operations.Īccenture's rollout of ServiceNow began back in 2016, migrating the company's legacy ITSM tools to the Now platform, to create a "single system of action". To effectively achieve this, Accenture is aware that it needs to operate its technology in a way that ‘moves as one'.Ĭore to this is the company's deployment of ServiceNow, for both IT service management and operations management. That's quite the pitch considering that the consulting giant employs 537,000 people, out of 200 cities across the world. Accenture markets itself as being a company with ‘one global team'. ![]()
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