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, growth, and AI enablement across Deloitte’s organization as it continuously navigates market shifts. Through the extensive integration of Now Assist and intelligent automation, Deloitte has modernized the workflows that support its people—spanning HR, IT, and cross-functional operations. Today, ServiceNow helps power 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 its clients. AI now underpins aspects of Deloitte’s enterprise operations, accelerating decision-making, enhancing governance, and enabling a unified, intelligent service experience for its workforce globally.
The challenge
To drive true transformation, the ServiceNow implementation had to help Deloitte tackle a series of important challenges and needs:
- Navigate the needs of Deloitte’s workforce: Deloitte needed an IT Service Management (ITSM) solution that could support the organization’s overall technology function.
- Accelerate organizational AI readiness: To leverage the continuing 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.
- Streamline HR service delivery (HRSD): Manual processes and separate information sources led to unanswered questions and delays that increased the workload on HR teams.
- Unite fragmented point solutions and enterprise silos: Deloitte used numerous ServiceNow instances, point solutions, and 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: Deloitte 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 introduced new cloud-enabled systems and services, the enterprise needed a way to continue to effectively manage business risks introduced by cloud migrations.
- Increase innovation velocity: To create solutions that meet the speed and scale of Deloitte’s operations, they needed the ability to extend technology beyond out-of-the-box functionality with tailored capabilities.
- Expand service offerings: With Deloitte’s spirit of innovation as a connective thread across its organization, the teams needed the infrastructure to expand their service portfolio.
Deloitte leverages the platform’s end-to-end capabilities across 150 countries and territories to connect HR, finance, risk, and customer service data and processes. And with AI embedded across these workflows, teams can move faster, make smarter decisions, and scale innovation more efficiently.
- Joe Erskine, ServiceNow Product Group Leader, Deloitte Technology Global.
The solution
To build a world-class technology infrastructure and empower the team to unlock AI-powered impact, Deloitte established the ServiceNow Center of Excellence (CoE) to help drive strategy, set standards, and scale rapidly. The CoE focused on:
- Secure executive buy-in: With an active executive sponsor, the case for 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 Deloitte firm engagement.
- Infuse AI across the HR landscape: By integrating ServiceNow Now Assist Search, Virtual Agent, and Knowledge Management, Deloitte deployed a scalable AI-led HR knowledge and service platform worldwide. Now, teams experience AI-driven recommendations, tailored answers, and automated processes that maintain governance and accelerate decision-making.
- 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: Explore how the ServiceNow AI Platform could scale risk monitoring 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 ServiceNow Operate services—an offering that helps clients rebalance, modernize, and innovate while tapping Deloitte’s human capital consulting skills.
The impact
For eight years, Deloitte and ServiceNow have invested in building insights that translate into transformative impact for themselves—and their Deloitte firm clients around the globe. Focusing on a dedication to innovation and exploration, Deloitte firm practitioners draw on their first-hand ServiceNow experience to help solve some of their clients’ most pressing transformation and technology challenges. With ServiceNow as an AI platform for business transformation, Deloitte has:
- Streamlined and unified ServiceNow leading practices: The CoE serves as a single source of truth for ServiceNow leading practices, so that any Deloitte functional area can seek support—from change management tactics to important guardrails for developers.
- Embedded new AI capabilities: Through powerful AI search and AI agent capabilities, Deloitte’s people can 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.
- Automation-led HRSD: By combining AI-driven intelligence with human-centered design, Deloitte transformed its HR support into a unified, role-based experience. Deloitte’s people have an intuitive interface for self-service, with a repeatable, worldwide model designed to resolve inquiries fast and supercharge productivity.
- Increased visibility: With data united on one AI platform, stakeholders across the Deloitte network have the insights needed to continue reimagining and simplifying how work gets done.
- Continued a spirit of continuous innovation: By deploying multiple, individual transformations across domains, Deloitte has achieved transformation—and continues to power enterprise innovation by tapping into new ServiceNow capabilities as they’re released, including agentic and Generative AI use cases.
- Embraced a cohesive risk management tool: Deloitte gained a holistic view of digital operations across the organization through ServiceNow Integrated Risk Management (IRM), embracing a cohesive perspective on enterprise risk.
- Unlocked cost-effective enterprise agility: The flexibility of the ServiceNow Platform helps enable Deloitte to swiftly act on transformative solutions, allowing the enterprise to evolve and innovate at a reasonable cost.
- Multiplied client transformation with Operate services: By allowing clients to transition 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.
Deloitte practitioners leveraging AI use cases
productivity gains in various business units
AI-driven actions per year, fueling a 20% productivity boost
surge in monthly usage post-ITSM deployment
reduction in time to resolve HR inquiries
return on investment in operational efficiencies
tools replaced by ServiceNow
cyber services united through ServiceNow
Kevin Corcoran
Jochen Fauser
