Siemens chooses ServiceNow’s SIAM solution

ServiceNow, an enterprise IT cloud solution provider, announced that Siemens is using ServiceNow’s Service Integration and Management (SIAM) solution to optimize its IT processes. As a result, all 348,000 employees of Siemens have access to IT products and services through a central portal. All IT services and products from different vendors are also managed through this central platform.

Siemens has standardized a number of global IT services and products on ServiceNow:

• A self-service portal for all IT products and services currently used by 285,000 employees. The solution provides simplicity through a one-stop shop portal where employees are the center and multiple portals are bundled. Users submit their service requests through an easy-to-use interface, thereby increasing the flexibility and transparency of IT staff and improving their work efficiency. In order to simplify the ordering process for employees, “bundling” is used. This creates complete scenarios, such as merging all topics related to smartphones (e.g. device, SIM, messaging, and Wi-Fi access) or onboarding (e.g. Siemens ID, email, and laptop).
• The same IT Service Management (ITSM) portal for global IT employees and internal and external vendors. The organization-wide SIAM approach based on the ServiceNow platform enables Siemens to better collaborate with suppliers. It uses an ecosystem with clearly defined processes and standardized interfaces. This improves the quality of IT services and time to market, while providing end-to-end accountability. When connecting to a new supplier, the automated process is very important: the platform now automatically replaces 14 million data sets. In addition, external suppliers can be quickly inserted and unplugged, thereby increasing market flexibility. At the same time, the platform continues to track service usage and costs to reduce overall costs and waste.
• Manage more than 160,000 mobile devices of different operators. IT now has a comprehensive view of all mobile assets, plans, and functions. By using MobiChord mobile expense and asset management, a certified ServiceNow store application, Siemens has also strengthened its enterprise mobility management (EMM) system. Costs are automatically settled in multiple currencies, and usage reports are also automated. Analysts and cost center managers now have in-depth analysis capabilities and can quickly process replacement requests from mobile devices and services.

Scalable mobile management solution
According to Dr. Matthias Egelhaaf, Siemens Project Director, MobiChord is changing the way Siemens manages IT and works with mobile providers: “We need a scalable mobile management solution that can be fully integrated with our ServiceNow SIAM environment. MobiChord and ServiceNow enable mobile environments Complete transparency allows us to better simplify internal tasks and eliminate the use of various legacy systems, significantly reduce costs and standardize our mobile processes, such as equipment requests and implementation changes on different operators.”

Egelhaaf: “If we want digitalization, we call it ServiceNow. The company helps us convert multiple processes in more than 15 tools into transparent, standardized processes, supported by a single service integration platform. This enables IT to Provide better support and add value from within the organization.”

Add additional processes and functions
After successfully bundling and managing IT services, Siemens plans to further roll out existing platforms within IT, such as adding additional processes and functions. Think about the introduction of new use cases—such as the automated onboarding process as part of an HR service management strategy—and the discontinuation of other existing legacy tools.