IT Touchless Operations

IT Touchless Operations

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  STORIES Creating a next-generation ITOperations workforce IT touchless operations
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  Copyright © 2022Accenture. All rights reserved The automation imperative Call for change For Accenture’s global IT organization, operating more than 900 applications for a $50.5 billion global business with more than 600,000 employees is a mammoth task. More than 200 internal IT Operations teams in our global IT handle this responsibility— a huge and expanding effort that faces more demand than resources. As business needs continue to grow, our global IT needs to achieve more operational and business efficiency and to supplement our IT Operations teams with an intelligent automated workforce. Such a workforce could complement humans and minimize human intervention. In addition, keeping technical infrastructure and data secure is a continual challenge. To retain Accenture’s fortified security posture, it is extremely critical to identify and close any gaps between potential security vulnerabilities and time it takes to respond and secure. All these business needs reinforced the imperative for building intelligent automation.
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  Copyright © 2022Accenture. All rights reserved Adding a new workforce When tech meets human ingenuity We’re undertaking a Touchless Operations program to supplement our internal IT Operations teams with intelligent automation, creating what we call an intelligent automated workforce. We are implementing ways to deploy highly I ntuitive solutions, use machine learning to predict events and recommend next-best actions, build mature self-learning, and enable self- healing capabilities. These assets minimize human interactions and improve operations productivity, quality, performance, and user experience. We are shifting to standardized frameworks and motivating individual application teams to use standardized, enterprise-level automation and orchestration frameworks. These are frameworks that can plug and play an application/business- specific automation. These secure and scalable frameworks orchestrate between various Accenture enterprise platforms and tools, resolving issues without human intervention. Touchless Operations development cells collaborate with IT Operations teams to identify impactful improvements. The teams are creating tools and assets on top of the Accenture IT technology stack, allowing automated rollouts at scale and seamless maintainability and security. We built an ecosystem over the state-of-the-art Accenture enterprise architecture touchless automation platform that supports cognitive and applied intelligence. Reusing the foundational building blocks enabled necessary connectedness and real-time speed. Our touchless automation assets benefited from the reliability, scalability, security, and maintainability that were established. Our teams then built self-service-enabled intelligent assets, intelligent bots, and cognitive chat bots with machine predictions and deployed intelligently orchestrated actions. We also enabled an agile, plug-and-play living ecosystem with platforms and frameworks.
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  Copyright © 2022Accenture. All rights reserved A valuable difference The Touchless Operations program is transforming how our internal IT Operations teams provide application support by improving operations productivity, quality, performance, and user experience. The program is providing the required structure, governance, and discipline around automation to achieve the business goals of more operational and business efficiency. Touchless Operations development cells collaborate with IT Operations teams to identify improvements that will make the most impact efficiently and effectively. Highlights of results to date: 10%+ resource capacity Created additional resource capacity of more than 10% annually, bringing opportunities to create capacity catering to new and changing business needs. Infrastructure self-healing eliminated a significant amount of work hours through proactive infrastructure self-healing and auto-resolution. 15% Resolving 15% of incidents, service requests, monitoring applications, data correction, vulnerability and remediations with machine-enabled solutions. DevSecOps enabler Enabling our Development, Security, and Operations (DevSecOps) vision with automation, reducing lead time to market, improving quality, and being more secure from the start. 90% 90% of vulnerabilities are proactively prevented with our Intelligent Application Security Platform and a subset auto-resolved using intelligent bots. No touch High impact
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  Copyright © 2022Accenture. All rights reserved Copyright © 2022 Accenture. All rights reserved. Accenture and its logo are trademarks of Accenture. About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Contact Rahul Maheshwari Managing Director Global IT Intelligent Technology Operations Rich Palumbo Managing Director Global IT Intelligent Technology Operations /rahul-maheshwari v /rich-palumbo