Managed Services

Deloitte, ServiceNow Extend Partnership with GenAI Integration

Deloitte and ServiceNow have extended their partnership, incorporating ServiceNow’s Now Assist generative AI capabilities into Deloitte’s managed services offerings.

This strategic move aims to deliver comprehensive managed services, known in the industry as Operate services, expanding the scope of end-to-end managed solutions, according to the companies.

Deloitte and ServiceNow have worked together for eleven years, with Deloitte recently establishing a dedicated ServiceNow Assets & Solutions Group (ASG) to harness the platform’s capabilities. Deloitte has also received several ServiceNow awards in 2023, recognizing their contributions to various industries and workflows.

Tackling Market Challenges and Boosting Efficiency

In the face of current market adversities, organizations are encountering inefficiencies and a drop in productivity due to isolated operations across various enterprise sectors. To counteract this, there is a growing trend among organizations to leverage generative AI technology to enhance efficiency and secure a competitive advantage, Deloitte points out. 

A report by IDC highlights generative AI as a top investment priority for C-suite executives in the forthcoming year, emphasizing the focus on revenue growth through generative AI initiatives over the next 3 to 5 years.

Joe Ucuzoglu, CEO, Deloitte Global, commented:

"With generative AI at the heart of our expanded alliance, Deloitte and ServiceNow are positioned to help organizations realize their business transformation agendas through end-to-end Operate solutions."

Bill McDermott, chairman and CEO, ServiceNow, said:

“This kind of co-development creates a fly-wheel effect for businesses -- more use cases drive more workflow automation. Together, ServiceNow and Deloitte can deliver superior digital transformation to help customers in every industry improve their business.”

Deloitte’s Operate Services and OperateEdge Platform

Deloitte’s Operate services are designed to assist customers in managing their ongoing operational and technology needs, enhancing a variety of technological applications, and delivering advisory, data, and analytics services. 

The OperateEdge platform, Deloitte’s proprietary management and delivery solution, combines data, tools, and knowledge driven by industry standards and leading AI practices. This integration aims to transform outcomes across industries and business sectors, leveraging Deloitte’s industry experience and the global scalability of ServiceNow’s platform.

Improving Industry-Specific Outcomes with AI

Examples of improved outcomes include enhanced incident management, streamlined customer service management, and more efficient HR service delivery, according to Deloitte. The partnership also aims to bring transformation across various industries, including supply chain, financial services, life sciences, healthcare, and sustainability.

The demand for Operate services is on the rise, with 67% of executives reporting an increase in budget for these services, according to Deloitte Consulting’s latest Global Shared Services and Outsourcing Survey. Deloitte is also investing heavily in AI capabilities and training, with plans to train over 120,000 professionals in AI via the Deloitte AI Academy and investing more than $2 billion in global technology learning and development initiatives.