1. STORIES
Creating a next-generation
IT Operations workforce
IT touchless
operations

2. Copyright © 2022 Accenture. 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.

3. Copyright © 2022 Accenture. 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.

4. Copyright © 2022 Accenture. 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

5. Copyright © 2022 Accenture. 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