Dr. Egelhaaf continues, “Fully automated interfaces also allow us to easily plug in and out new providers.”
There are benefits for Siemens’ providers too. “We are extending rich automation capabilities to our providers, enabling them to remove manual fulfillment and driving a win-win situation,” says Dr. Egelhaaf.
Self-service destination from ServiceNow gives Siemens global employees a one-stop-shop for IT services and streamlines onboarding processes
Siemens’ new myIT is a self-service destination for its employees. As a onestop-shop for IT products and services, myIT allows 300,000+ employees to order and manage IT products and services and submit help desk tickets via one easy-to-use interface. Before, employees had to know how to approach a request and follow the right sequence—for example, requesting a smartphone before requesting a SIM.
Employees were only successful in setting up their IT if they knew who to ask. “Depending on what organisation you belonged to, the department you worked for, or even where you sat, the process for requesting new hardware or software was completely different,” says Dr. Egelhaaf. Now, all workflows are built into the service platform, with a consistent approach for every user.
Onboarding is also a dramatically improved experience. Every month, myIT drives the onboarding of 1,000+ employees and 100 to 200 employee transfers between countries and business divisions.
“We have transformed a highly frustrating and lengthy process into a fast, highly satisfying experience for our employees,” says Dr. Egelhaaf. “New hires or employees transferring to another division or country had to wait weeks before they could start work and now they are up and running in a couple of days. It’s a big win from a productivity perspective.”
IT aligns with Siemens’ business objectives to digitise and automate and reaches 98% automation with ServiceNow
Based on its success in consolidating and managing IT services, Dr. Egelhaaf is keen to explore new ways to add value to the business, saying: “There’s so much more we can do with ServiceNow to increase business velocity beyond IT.”
One such area involves opening up the Now Platform® to run more business oriented applications, bringing external customers closer to Siemens with self-service solutions. “The volume of requests won’t be huge, but the value we will generate through this approach will be extremely high,” says Dr. Egelhaaf.
Fundamentally, Siemens has engineered a change in IT service delivery that aligns IT operations with its business vision.
"The organisation’s goals of digitalisation and automation are natural fits for IT,” concludes Dr. Egelhaaf. “ServiceNow is our speed dial for digitalisation, and already 98% of transactions are automated. IT is a valued partner to the business, recognized for its ability to drive transformation."