Deloitte Introduces Breakthrough.ESM for Agile Managed Service Delivery Powered by ServiceNow

NEW YORK, March 8, 2024 — Deloitte today announced the launch of Breakthrough Enterprise Service Management (Breakthrough.ESM), a turnkey managed service solution built to transform, optimize, and accelerate clients’ service delivery and operations. Breakthrough.ESM pairs ServiceNow solutioning with Deloitte’s industry-leading design, capabilities, and experience, including virtually unmatched industry and domain experience. Deloitte and ServiceNow’s depth of knowledge can offer the insight needed to create difference-making, trustworthy Generative AI workflows to empower rapid ESM modernization.

More than just a ticketing capability, Breakthrough.ESM can help organizations align their operations with business objectives to enhance customer service, improve performance, increase efficiency and productivity, and operate with agility. The solution combines the best of ServiceNow’s platform with Deloitte’s OperateEdge™ services to optimize organizations’ Generative AI capabilities for specific business needs. By applying Generative AI powered plug-ins and workflows to specific use cases, Breakthrough.ESM empowers leaders to develop new models powered by owned and trusted data and improve Generative AI fluency in-house.

“The selection, implementation and training processes required when adopting a new enterprise service management solution too often dissuade leaders from modernizing their existing operations. Yet as market demands evolve, business services need robust technology that matures faster than the rate of users and customers – that’s where Breakthrough.ESM comes in,” said Chris Garibaldi, principal, Deloitte Consulting LLP. “We help businesses move past table-stakes adoption. Our teams offer the data, engineering and management services to help tailor Generative AI, develop new models powered by owned and trusted data, improve Generative AI fluency, and optimize your program, continuously."

Breakthrough.ESM helps replace or fill gaps in an organization’s technology architecture and lessens reliance on slow, outdated and manually delivered services. By pre-configuring ServiceNow’s ESM solution with a variety of leading features, the solution helps ensure faster rate of adoption and maturity without the complexity of building from scratch. With strategic portal, IT services and operations management, enterprises can gain visibility into both on-premise and cloud environments, track value across methodologies, and empower users with faster problem resolution, reducing strain on support teams. Advanced analytics and reporting deliver quick and easy access for dashboard monitoring and system adoption from day one of launch.

“Breakthrough.ESM showcases the power of ServiceNow's Service Management solutions when combined with Deloitte's leading-edge capabilities. As business leaders look for new ways to adapt to workforce disruption and increase employee engagement, this new solution will empower our joint clients with faster results,” said Bruce Randall, Head of Product & Solutions Marketing, IT Services and Operations at ServiceNow.

Breakthough.ESM comes on the heels of several announcements from the ServiceNow and Deloitte alliance, including Deloitte and ServiceNow’s recent alliance expansion to integrate Now Assist Generative AI capabilities with Deloitte’s Operate services globally and the launch of Accelerated Workplace, preconfigured workplace management solution built on the ServiceNow Platform to improve value realization and decision-making. Additionally, Deloitte launched its new ServiceNow Assets & Solutions Group (ASG), a dedicated team built to harness the power of the ServiceNow platform to deliver industry-specific outcomes for customers. Deloitte has been presented with several ServiceNow awards in 2023, including Americas Service Provider Partner of the Year, Worldwide Manufacturing Industry Partner of the Year, Worldwide Built with ServiceNow Offering Partner of the Year, Worldwide Employee Workflow Partner of the Year, APJ Customer Workflow Partner of the Year, and EMEA Transformation Partner of the Year.

Watch the Breakthrough.ESM Webinar: Breakthrough.ESM: Transform, optimize, and accelerate your service delivery: Dbriefs webcast | Deloitte US

To learn more about Breakthrough.ESM and the Deloitte and ServiceNow alliance, visit: https://www2.deloitte.com/us/en/pages/consulting/solutions/servicenow-alliance-workplace-service-delivery.html

About Deloitte
Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly 90% of the Fortune 500^® and more than 8,500 U.S.-based private companies. At Deloitte, we strive to live our purpose of making an impact that matters by creating trust and confidence in a more equitable society. We leverage our unique blend of business acumen, command of technology, and strategic technology alliances to advise our clients across industries as they build their future. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Bringing more than 175 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte’s approximately 457,000 people worldwide connect for impact at www.deloitte.com.