Alliance to provide end-to-end managed services
and beyond, known as Operate services, through Deloitte’s domain
and industry experience coupled with ServiceNow’s generative AI
enterprise platform
Deloitte pioneers the use of ServiceNow’s
platform to scale client Operate services globally
Deloitte and ServiceNow (NYSE: NOW) today announced an expansion
to their alliance to integrate Now Assist generative AI
capabilities with next-generation managed services. The alliance
will provide end-to-end managed services and beyond, known in the
industry as Operate services, through the combination of Deloitte’s
domain and industry experience coupled with ServiceNow’s generative
AI-enabled enterprise platform. Deloitte will also pioneer the use
of ServiceNow’s platform to scale their client Operate services
globally.
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the full release here:
https://www.businesswire.com/news/home/20231025715145/en/
Deloitte and ServiceNow expand alliance
to integrate Now Assist generative AI capabilities with
next-generation managed services (Graphic: Business Wire)
In today's challenging market conditions, many organizations
often face inefficiencies and loss of productivity due to siloed
operations across enterprise functions, such as finance, HR, IT,
supply chain and procurement. This lack of agility is causing many
organizations to rethink how they can boost efficiencies across
their businesses through evolving generative AI technology to gain
a competitive advantage. Generative AI is number one on the list of
C-suite emerging technology investment priorities over the next
twelve months, and in the next 3 to 5 years, revenue growth is the
top long-term business outcome executives are looking to achieve
with generative AI initiatives, according to IDC.1
“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,” said Joe Ucuzoglu, Deloitte Global CEO.
"Leading organizations are seeking industry-tailored technology
solutions to accelerate the time to value, which is exactly what
our expanded alliance will deliver.”
“Deloitte’s commitment to enhance their service offerings with
ServiceNow’s Now Assist generative AI capabilities demonstrates its
market-leading innovation on behalf of customers around the world,”
said ServiceNow Chairman and CEO Bill McDermott. “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 are focused on helping customers
manage their organizations’ ongoing operational and technology
needs through strategically enhancing technology applications,
cloud, and infrastructure, while also delivering ongoing advisory,
data, and analytics services to help exceed customers’ business
transformation agendas.
OperateEdge™, Deloitte’s proprietary Operate management and
delivery platform, combines data, tools and knowledge driven by
Deloitte’s methodologies, industry standards, and leading AI
practices. Industries and business areas will see a dramatic change
in outcomes via Deloitte’s industry experience—and by using
ServiceNow as the platform to scale client Operate services
globally. Examples include:
- Incident management allows for greatly improved
productivity and experience through faster resolutions. The overall
workload across the service delivery spectrum can improve
efficiency by 20 to 30 percent.
- Customer Service Management can streamline the customer
engagement process from beginning to end by rapidly generating
summaries from cases and chats, reducing the overall manual work
for agents.
- HR Service Delivery can enable generative AI
capabilities for Case and Knowledge Management to boost agent
productivity and deliver faster case resolution for employees,
improving overall experience.
Through Deloitte’s industry experience—and by using ServiceNow
as the platform to scale client Operate services across the
globe—the companies also plan on delivering transformation across
industries and business areas. Examples include:
- Supply Chain: Can enable organizations to achieve
sustained value across the supply chain and manufacturing
functions, by operating client’s supply chain end-to-end, and
leveraging AI-enabled assets to deliver value in quality, cycle
times, asset efficiency and overall cost optimization.
- Financial Services: Deliver leading operations and
technology capabilities, specialized talent, and advanced
technologies to streamline, automate and operate multiple
functions, by managing assets across the spectrum of specialists
and technology solutions to accelerate the organization’s
transformation goals.
- Life Sciences and Healthcare: Manage, run, reimagine,
and transform core healthcare processes such as clinical
operations, patient/clinician engagement, supply chain and
administrative cost management, using analytics and AI-driven
operations for patients, members, and clinicians to have a
differentiated experience.
- Sustainability: Manage, visualize, report and mitigate
on sustainability initiatives, policies, and compliance, by
leveraging data and generative AI to unlock valuable insights that
propel sustainable logistics, reduce carbon emissions, and drive
progress towards an organization’s sustainability and climate
goals.
According to Deloitte Consulting’s latest Global Shared Services
and Outsourcing Survey, 67% of executives indicate a budget
increase for Operate services. In addition, Deloitte’s recent
thought leadership with Harvard Business Review showcases how
bringing in outside experience for core functions is changing the
shape of business. Key benefits include replacing traditional
outsourced service projects that focus on simple task completion
and cost reduction with outcome-oriented engagements that allow
organizations to operate with greater agility.
Deloitte is also infusing generative AI applications and
capabilities across its organization to help its professionals
become more efficient and productive. As part of this ongoing
commitment, Deloitte is rolling out purpose-specific Large Language
Models (LLMs) to support specialized teams across its business,
building on Deloitte’s proprietary and deep knowledge of industries
and domains, enriched with other data and insights. Additionally,
Deloitte is increasing AI fluency, training more than 120,000
professionals as part of the next generation of AI talent via the
Deloitte AI Academy™, as well as investing more than $2 billion in
global technology learning and development initiatives through the
Deloitte Technology Academy program, to boost skills in AI as well
as other key industries and functional areas.
‘’This is an exciting step in our combined Deloitte and
ServiceNow AI journey where we are continuing to bring together
leading, unique industry assets and services that help address
complex challenges that clients need to overcome, with a dedicated
ServiceNow Assets & Solutions group (ASG) of professionals,
unlocking more value from their investments with speed, scale and
insight,’’ said Asish Ramchandran, Deloitte’s Chief Commercial
Officer for the ServiceNow alliance.
Deloitte and ServiceNow are building on an eleven-year alliance.
Most recently, Deloitte launched a dedicated ServiceNow Assets
& Solutions Group (ASG), a team built to harness the power of
the ServiceNow platform to deliver industry-specific outcomes for
customers. Additionally, 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.
To learn more about the ServiceNow Deloitte alliance as well as
Deloitte’s Operate services, visit here and here.
1 IDC, “Worldwide C-Suite Survey, 2023–2024: Part 1 - Approach
to Generative AI - Investments, Challenges, and Strategic
Partnerships,” Doc #US50123123, September 2023.
About Deloitte
“Deloitte,” “us,” “we” and “our” refer to one or more of
Deloitte Touche Tohmatsu Limited (“DTTL”), its global network of
member firms, and their related entities (collectively, the
“Deloitte organization”). DTTL (also referred to as “Deloitte
Global”) and each of its member firms and related entities are
legally separate and independent entities, which cannot obligate or
bind each other in respect of third parties. DTTL and each DTTL
member firm and related entity is liable only for its own acts and
omissions, and not those of each other. DTTL does not provide
services to clients.
Deloitte provides industry-leading audit and assurance, tax and
legal, consulting, financial advisory, and risk advisory services
to nearly 90% of the Fortune Global 500® and thousands of private
companies. Our professionals deliver measurable and lasting results
that help reinforce public trust in capital markets, enable clients
to transform and thrive, and lead the way toward a stronger
economy, a more equitable society and a sustainable world. Building
on its 175-plus year history, Deloitte spans more than 150
countries and territories. Learn how Deloitte’s more than 450,000
people worldwide make an impact that matters at
www.deloitte.com.
About ServiceNow
ServiceNow (NYSE: NOW) is making the world of work, work better
for people. Our cloud-based platform and solutions deliver digital
workflows that create great experiences and unlock productivity for
employees and the enterprise. For more information, visit:
www.servicenow.com.
This press release contains “forward‑looking statements” about
the expectations, beliefs, plans, and intentions relating to
ServiceNow’s partnership with Deloitte. Such statements include
statements regarding future product capabilities and offerings and
expected benefits to ServiceNow. Forward‑looking statements are
subject to known and unknown risks and uncertainties and are based
on potentially inaccurate assumptions that could cause actual
results to differ materially from those expected or implied by the
forward‑looking statements. If any such risks or uncertainties
materialize or if any of the assumptions prove incorrect,
ServiceNow’s results could differ materially from the results
expressed or implied by the forward‑looking statements made.
ServiceNow undertakes no obligation, and does not intend, to update
the forward‑looking statements. Factors that may cause actual
results to differ materially from those in any forward‑looking
statements include: (i) delays and unexpected difficulties and
expenses in executing the partnership or delivering the product
capabilities and offerings, (ii) changes in the regulatory
landscape related to AI and (iii) uncertainty as to whether sales
will justify the investments in the product capabilities and
offerings. Further information on factors that could affect
ServiceNow’s financial and other results is included in the filings
ServiceNow makes with the Securities and Exchange Commission from
time to time.
© 2023 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
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they are associated.
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version on businesswire.com: https://www.businesswire.com/news/home/20231025715145/en/
Lindsay Capurro ServiceNow 503‑551‑2655 press@servicenow.com
Tracey Parry Deloitte 408.306.9712 trparry@deloitte.com
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