IT Operations Automation · Security and Compliance
Accenture needed enterprise-wide AI governance and consistent support workflows for roughly 800,000 employees and 1,900 business services as AI usage expanded across the company.
Reported impact
Accenture governs 899 AI assets with AI Control Tower, increased ServiceNow Otto production usage by 87%, improved developer productivity by 15%, and reduced incident-resolution time by 10%.
Accenture needed enterprise-wide AI governance and consistent support workflows for roughly 800,000 employees and 1,900 business services as AI usage expanded across the company. Accenture implemented a ServiceNow-centered stack built around ServiceNow AI Platform, AI Control Tower, ServiceNow Otto, and Virtual Agent. Key components included ServiceNow AI Platform provides the common workflow and AI layer; AI Control Tower governs AI inventory and ROI; ServiceNow Otto acts as an internal AI assistant under central governance; Virtual Agent handles conversational self-service. Requests enter through Virtual Agent before ServiceNow AI Platform, AI Control Tower, and ServiceNow Otto routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform. Running AI governance and compliance operations on one data model reduced manual handoffs and made expansion easier.
Requests enter through Virtual Agent before ServiceNow AI Platform, AI Control Tower, and ServiceNow Otto routes or fulfills the work. The same record of work is then exposed back to agents and end users through the platform.
Following deployment, ServiceNow Otto production usage increased 87%, giving stakeholders greater visibility into AI performance and business value
For instance, AI-powered virtual agents now manage routine requests, which reduces manual effort and enables the team to concentrate on innovation
Higher employee satisfaction as people get what they need faster and more easily, demonstrating some real advantages of AI-driven solutions
ServiceNow's scalable platform also enables Accenture to provide a consistent level of service without pulling developer or resources away from other high-value initiatives, with developer productivity improving up to 15% using AI
These AI Agents act autonomously to help resolve IT service tickets, reducing resolution times and freeing up teams for higher-value work
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