Enterprise Service Management from Deloitte and ServiceNow

Service delivery models, tools, and guidance designed to spark exponential progress

Traditional service delivery models and operations management solutions struggle to adapt to modern needs, which creates frustrating experiences for employees and customers. To improve the service experience, organizations must overcome significant technical debt, replace tedious manual procedures, connect disparate tools and systems, and measure performance effectively.

Deloitte’s ESM offering, powered by ServiceNow, applies our deep knowledge of service management practices to help modernize and transform not only systems, but also performance, service, and outcomes across finance, HR, IT, legal, facilities, and cybersecurity departments.

A clear path to value and organizational success

A comprehensive approach to ESM helps build adaptable delivery models, generate proactive insights, and serve as a strategic asset to the service ecosystem. This begins with people—uniting cross-functional teams across every department—and then process—building standard, repeatable service management processes to create centralized digital workflows for a frictionless user experience for request fulfillment. Finally, we focus on transformative technology platforms—by unifying around a common system interface, organizations can support workflow automation, deliver curated information on-demand, and empower predictive/prioritized search capabilities. This expedites the delivery of information to customers in near real time and frees employees to focus on more complex tasks.

With ServiceNow’s powerful operations management solutions, paired with Deloitte’s unique system configurations, accelerators, and experienced guidance, organizations can:

Why Deloitte ESM?

Deloitte’s Enterprise Service Management approach includes a connected suite of solutions that go beyond technology implementations to modernize and transform organizations and their supporting systems. We leverage deep experience working with federal, state, local, commercial, and higher education clients to design a unique, collaborative approach that guides organizations to align around ESM optimization goals and aspirations.

• Shape the conversation. Deloitte’s series of ESM Jumpstart Labs aim to bring together C-suite leadership and other service management champions across back-office functions to identify commonalities and create alignment to the organization’s ESM vision.
• Deep service management knowledge. Deloitte has a network of over 3,300 practitioners who provide transformational services that span people, process, technology, governance, and data. Our deep IT service management (ITSM) experience forms the basis to advise clients to adopt relevant principles for ESM.
• Proven ServiceNow experience. Deloitte is the right organization for driving ServiceNow-powered ESM transformations. As one of only seven ServiceNow Global Elite Strategic Partners and ServiceNow’s 2023 Global Partner of the Year, Deloitte’s ServiceNow practitioners hold 4,000+ ServiceNow certifications and implementation experience in every ServiceNow application currently available on the platform.
• People first. Deloitte begins every ESM engagement by looking at the human element and the big picture to align technology changes to an organization’s needs. This flow of work can position an organization to realize value quickly—while helping them avoid the lateral impacts and unintended consequences of a technology-only approach.
• Comprehensive point of view. ESM at scale requires technical capabilities across back office services, multiple systems of record, and an integrated service management platform. Deloitte provides complete, scalable, and bespoke solutions and offers subject matter specialists and advanced technical support to help clients envision and realize their optimal ESM future.
• Collaboration and sustainability. With our multi-faceted and iterative approach to engagement and organizational change management, Deloitte fosters a collaborative mindset and uses communications and training to drive effective, sustainable ESM solution adoption across the enterprise.