Siemens, the global technology and industrial manufacturing conglomerate with over 360,000 employees worldwide, operates one of the largest Global Business Services (GBS) organizations in the world. Managing HR, Finance, Procurement, and IT services at that scale — across dozens of countries, languages, and legacy systems — required a fundamentally different approach to enterprise service delivery.
Siemens selected ServiceNow as the backbone of its GBS transformation, deploying the platform across HR Service Delivery, IT Service Management, and enterprise workflow automation. The scale of the deployment is staggering: 210,000 support tickets are now resolved automatically every month without any human intervention, powered by ServiceNow’s AI-driven routing, categorization, and resolution capabilities.
The cumulative impact has been extraordinary. Siemens has saved over 1 million hours through workflow automation — time that has been redirected from repetitive administrative tasks to higher-value work across the organization. The company harmonized fragmented legacy systems into a unified service experience, giving employees a single portal to access HR, Finance, and Procurement services regardless of their location or business unit.
Looking ahead, Siemens is preparing its ServiceNow environment for the next wave of AI-powered automation. Using ServiceNow’s Workflow Data Fabric, the company is unifying data across its enterprise systems to enable Agentic AI — autonomous AI agents that can handle increasingly complex multi-step service requests without human intervention.
The Siemens story illustrates what enterprise-scale ServiceNow transformation looks like when it is done right: a unified platform that spans multiple business functions, AI automation that delivers measurable productivity gains, and a data strategy that positions the organization for the next generation of intelligent workflows.