Powering progress through Deloitte’s ServiceNow Journey
Deloitte taps the ServiceNow Platform to help ignite the power of its people through automation.
Introduction
As a Global Elite partner, Deloitte doesn’t just deliver innovation and impact—they define it. By harnessing the power of the ServiceNow AI Platform, Deloitte has transformed how it operates at scale.
What began in 2017 as a strategic alliance has become a catalyst for agility and growth across Deloitte’s organization as it continuously navigates uncertainty and market shifts. Today, ServiceNow powers Deloitte’s unified system of action, where work flows seamlessly across teams, technologies, and geographies to connect each corner of its business.
With an intelligent, proactive approach to data, technology architecture, and AI, Deloitte enables its people to work smarter, innovate faster, and lead the way in enterprise transformation—both within and for their clients.
The challenge
To drive true transformation, the ServiceNow implementation had to help Deloitte tackle a series of critical challenges and needs:
- Navigate a large organizational footprint and provide consistency: With an evolving business model and globally distributed stakeholders, Deloitte needed an IT Service Management (ITSM) solution that could support the organization’s overall technology function.
- Accelerate organizational AI readiness: To leverage the value of AI, Deloitte needed to swiftly identify high-impact use cases that could harness the latest out-of-the-box ServiceNow AI capabilities—helping to ensure an expedited, yet achievable, implementation and adoption timeline.
- Unite fragmented point solutions and enterprise silos: Deloitte used numerous ServiceNow instances, point solutions, and disparate processes, so Deloitte needed to close its visibility gaps to lower business risk and reduce the data silos that hindered its agility.
- Expand the reach of ServiceNow across the organization: The ServiceNow Center of Excellence (CoE) needed to identify places and ways to expand the platform's use beyond the initial ITSM implementation to serve the wider enterprise.
- Manage enterprise risk and enhance resilience: As Deloitte rapidly introduced new cloud-enabled systems and services, the enterprise needed a way to manage any new business risks introduced by cloud migrations effectively.
- Increase innovation velocity: To create solutions that meet the speed and scale of Deloitte’s ambitions, they needed the ability to extend technology beyond out-of-the-box functionality with tailored capabilities.
- Open up new revenue streams and service offerings: With Deloitte’s growth ambitions and spirit of innovation as a connective thread across its organization, the teams needed the infrastructure to expand their service portfolio—and explore new revenue streams.
The solution
To build a world-class technology infrastructure and empower the team to unlock AI-powered impact, Deloitte established the ServiceNow CoE to help drive strategy, set standards, and scale rapidly. The CoE focused on:
- Secure executive buy-in: With Deloitte’s global CIO as an active executive sponsor, use of the ServiceNow Platform gained credibility and alignment across the C-suite, accelerating enterprisewide adoption and positioning the platform as a strategy enabler beyond IT.
- Prioritize and streamline AI adoption: Within six months, the CoE successfully rolled out AI use cases to more than half of the workforce. This rapid deployment was driven by an “organize, operationalize, productionize” framework, ensuring that the accelerated roadmap was met while prioritizing regional engagement.
- Explore platform integrations: Deloitte maximized the platform’s capacity to integrate with other enterprise software and ingest data from many sources, helping unite previously independent point solutions across Deloitte for increased insight into processes and data.
- Expand prospective use cases: Other enterprise functions and services beyond IT found a united, shared home on the ServiceNow Platform and expanded into HR, finance, risk, customer service, and beyond.
- Supercharge digital resilience: During a risk management assessment by Deloitte CISOs, it was determined that the ServiceNow Platform could scale cybersecurity services globally—allowing Deloitte to expand capabilities without added cost or financial burden.
- Implement innovation at scale: Deloitte also injected its intellectual property (IP) into the ServiceNow Platform, making its latest client innovations available as out-of-the-box solutions.
- Stand up a new service offering: In addition to technology consulting and implementation services, Deloitte introduced Operate managed services—a new offering that helps clients rebalance, modernize, and innovate while tapping Deloitte’s human capital skills.
The impact
For eight years, Deloitte and ServiceNow have invested in building insights that translate into transformative impact for themselves—and their global client bases.
United by a shared dedication to innovation and exploration, Deloitte practitioners draw on their first-hand ServiceNow experience to help solve some of their clients’ most pressing transformation and technology challenges. With ServiceNow as its AI platform for business transformation, Deloitte has:
- Streamlined and unified ServiceNow best practices: The CoE serves as a single source of truth for ServiceNow leading practices, so any Deloitte area can seek support—from change management tactics to critical guardrails for developers.
- Embedded new AI capabilities: Through powerful AI search and AI agent capabilities, practitioners get relevant information and specific answers in 40% less time per search. Service teams can also wrap up incidents 45% faster through automated case summarization.
- Increased visibility: With data united on one AI platform, stakeholders across Deloitte have turned prior inefficiencies into the insight needed to continue reimagining and simplifying how work gets done.
- Adopted a spirit of continuous innovation: By deploying multiple, individual transformations across domains, Deloitte has achieved complete business transformation—and continues to power enterprise innovation by tapping into new ServiceNow capabilities as they’re released, including agentic and Generative AI use cases.
- Moved to a globally cohesive cybersecurity strategy: By pivoting away from managing numerous point solutions tied to individual cybersecurity use cases, Deloitte gained a holistic view of digital operations across the organization through ServiceNow Integrated Risk Management (IRM).
- Unlocked cost-effective enterprise agility: The inherent flexibility of the ServiceNow Platform enables Deloitte to swiftly act on transformative solutions, allowing the enterprise to evolve and innovate at a reasonable cost.
- Multiplied client transformation with Operate managed services: By allowing clients to outsource the ongoing management of their ServiceNow implementation to Deloitte, Operate services can also help them navigate future waves of change, reimagine business models, or support accelerated innovation.
productivity gains in various business units
return on investment in operational efficiencies
tools replaced by ServiceNow
cyber services united through ServiceNow
Deloitte practitioners leveraging AI use cases
