Deloitte knows the advantages of standardized, efficient workflows
For 175 years, Deloitte has helped businesses run better and more profitably. Today, it is the largest professional services network worldwide and serves four out of five Fortune Global 500® companies.
As one of the world’s most respected service providers, Deloitte strives to provide its internal teams worldwide with proven processes and tools to work smarter and continually enhance client services. Active in more than 150 countries and territories, Deloitte must provide consistent, high-quality services in every region. As service demands increased, Deloitte’s efforts to consolidate and scale were hampered by inconsistent approaches to service management across the globe.
“Service providers today compete on dimensions that include knowledge, productivity, and efficiency,” says Stephen Mansfield, Americas CIO at Deloitte. “Our professionals need great service experiences, and our former tools and processes couldn’t meet growing demands. We wanted to simplify and standardize to help ensure Deloitte professionals across the globe could access agile, user-friendly service experiences.”
ServiceNow provides the foundation for a global digital transformation and consolidation
Deloitte embarked on a global consolidation program to fundamentally change the way it works across lines of business, selecting ServiceNow as a key enabler. The organization isn’t new to ServiceNow solutions—they are a ServiceNow Global Elite partner—and successful ServiceNow implementations in the UK and Canada dramatically improved efficiency and productivity, planting the seeds for global adoption.
Aiming to build on those successes, Deloitte designated the Now Platform as a foundation for its global digital transformation strategy. “We saw an opportunity to automate and digitize workflows more broadly and accelerate the onboarding of member firms worldwide,” says Stephen. “We continue to align business requirements with platform capabilities, transforming enterprise service management at Deloitte. We now think of ServiceNow as a global ERP system for technology and the connective tissue across our enterprise.”
Extending the Now Platform in support of the global IT strategy, Deloitte uses the full range of ServiceNow solutions to streamline processes—from IT service management, compliance, and security to talent management, finance, and customer service. Using the Now Platform App Engine to build custom workflows, Deloitte delivers continuing value to the business while preventing ad hoc apps, tools, and platforms from emerging across the enterprise—thus helping to avoid the next generation of technical debt.
Deloitte gives IT the tools to effectively manage a highly complex global environment
IT plays a key role in Deloitte’s digital transformation, and ServiceNow helps the organization deliver services with consistently high standards around the world. For end users, that translates to easier, faster support for routine requests, whether they need a new laptop or help using an application.
The experience behind the scenes has improved as well, as the organization standardizes and simplifies IT processes with its global rollout of ServiceNow IT Service Management, ServiceNow IT Business Management, and ServiceNow IT Operations Management.
“No matter where I am in the world, if I need help with technology, I want it to work the same way,” says Stephen. “ServiceNow is helping us do that, standardizing everything from change management to asset management while providing a central view of our operations.”
Cybersecurity is also a top priority. Deloitte uses ServiceNow Security Operations for an integrated view of global operating activities, helping the organization identify and manage potential cybersecurity risks more effectively.
Intuitive self-service experiences and mobile enablement enhance productiity
Deloitte extends ServiceNow beyond IT to streamline processes, deploying digital workflows for its highly mobile workforce of billable professionals, whose everyday productivity is essential to serving Deloitte’s clients.