Enterprise Knowledge Search · IT Operations Automation
Deloitte Canada's rapid growth left employees relying on calls and emails to IT, finance, HR, and risk teams, which created millions in lost productivity and forced staff to navigate too many legacy tools for routine support.
Reported impact
Deloitte Canada reached 94% employee CSAT, improved IT staff productivity by more than 20%, eliminated 18 legacy tools, supports around 200,000 tickets per year with 53% self-service, and created a more consistent employee-support experience that helps client-serving staff stay productive.
Deloitte Canada adopted the ServiceNow AI Platform as a central employee-service hub and then layered AI on top of that foundation. IT Service Management consolidated more than 18 legacy tools across IT, finance, HR, and risk management, while Service Operations Workspace gave support teams one place to manage incidents and inquiries consistently. The firm then added AI Agents, Now Assist, AI Search, and Virtual Agent so employees could ask questions conversationally, self-serve common tasks, and still arrive in a structured incident workflow when human support was needed. Now Assist summarizes virtual-agent transcripts, generates incident context for technicians, and auto-writes resolution notes that become reusable operational knowledge. ServiceNow Impact sessions help the firm establish sound HRSD and AI implementation patterns, reducing technical debt and making future projects faster to launch across the broader employee-experience stack.
Employees start with AI Search and Virtual Agent for self-service, then flow into IT Service Management when a case needs workflow support. Service Operations Workspace organizes that casework for staff, while Now Assist and AI Agents summarize transcripts, generate resolution notes, and turn repeated interactions into reusable knowledge for the next request.
Around 53% of that volume is currently self-service, assisted by AI Search and Virtual Agent.
By implementing ServiceNow IT Service Management (ITSM), the firm eliminated more than 18 legacy IT tools and automated routine tasks across IT, finance, HR, and risk management.
Now Assist for ITSM can summarize incidents based on chat transcripts between virtual agents and employees.
This automation increased the IT staff's productivity by over 20% while helping to standardize resolution notes.
With ITSM, IT and business teams gained a central hub for managing incidents and inquiries with Service Operations Workspace.
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