Siemens Transforms IT Service Management for 348,000 Employees While Driving Down Costs

Delivering a One-Stop-Shop for IT Services on a Global Scale

For years, Siemens has been on a mission to enhance IT service management (ITSM) to ensure that its 10 divisions across 200+ countries receive high-quality IT services at the best price. As Siemens’ ITSM processes matured, the company sought to eliminate silos, increase efficiency, and establish a single service integration platform to better serve its massive workforce.

The Solution: A Unified ITSM Approach with ServiceNow

By consolidating more than 15 legacy tools into a single, standardized platform, Siemens transformed IT service delivery with ServiceNow. The shift enabled Siemens to:

✅ Put employees first by streamlining service integration and improving the IT experience
✅ Create the myIT Portal, a self-service, one-stop-shop used by over 285,000 employees to order IT products, manage services, and submit help desk tickets
✅ Standardize IT hardware by reducing 42 different hardware baskets to a single optimized portfolio, lowering maintenance effort and consolidating suppliers
✅ Improve provider collaboration with a cloud-ready ecosystem, featuring well-defined processes and standardized interfaces
✅ Increase efficiency and transparency by consolidating multiple systems onto a single ServiceNow platform
✅ Accelerate time to market for new providers and services with a more agile IT infrastructure
✅ Achieve rapid ROI by shutting down legacy systems, increasing automation, driving self-service, fostering competition, and enabling full transparency

A Fundamental Shift in IT Management

Siemens’ transformation with ServiceNow fundamentally changed how IT services are delivered across the organization. By replacing fragmented, outdated processes with a centralized ITSM solution, Siemens has enhanced employee experience, reduced costs, and created a more agile, cloud-driven IT ecosystem that supports innovation and business growth.

“ServiceNow has helped us transform multiple processes within more than 15 tools into transparent, standardized processes, supported by a single service integration platform. For example, in the Mobile IT area we had 42 different hardware baskets in the past and now we have on standard hardware portfolio, which means far lower maintenance effort and a consolidation of hardware suppliers.

Discover How Siemens Continues to Drive IT Excellence

Download the full case study to see how Siemens leverages ServiceNow to maintain best-in-class IT service management while optimizing costs at a global scale.