How Accenture drives IT efficiency with Service Operations Workspace and AI

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Addressing IT service management challenges, such as long resolution times and communication gaps, the implementation of Service Operations Workspace (SOW) and AI-driven functionalities has transformed IT support. By enabling 10K users and introducing tools like Agent Assist, auto-summarization, playbooks, and knowledge base generation, teams have reduced resolution times, improved collaboration, and enhanced user experiences. Key outcomes include 600+ minutes saved monthly per request type and streamlined workflows, driving greater efficiency and satisfaction.