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Leading German IT Organization Selects ServiceNow SaaS to Automate IT Service Management

FRANKFURT ‑ Feb. 23, 2011 ‑ ServiceNow, the creator of modern software as a service (SaaS) for IT service management (ITSM), today announced that Infraserv Hochst has selected Service‑ to streamline IT operations and to provide better support for end user and business services. German ServiceNow customers transform IT through the benefits of IT management in the cloud and this customer success comes at a time when the company is expanding its presence in Central Europe with the recent opening of an office in Frankfurt.

Infraserv Hochst, a leading German site operator and service provider for the chemical and pharmaceutical industries, selected SaaS for ITSM from ServiceNow not only for IT services. In June 2010, Infraserv issued a request for proposal as a result of an ITSM improvement initiative. Its existing solution inhibited efficient process and prohibited effective collaboration within the team. The legacy tool also required a costly upgrade and migration.

Within Infraserv, every process owner – such as the incident process manager – had to approve the new ITSM solution. In addition, the new tool also had to comply with Infraserv data privacy and security policies guided by the German Data Protection Act (BDSG).

The Infraserv team ultimately selected Service‑ based on five characteristics of the service including ease‑of‑use, flexibility and integration capabilities, security, total cost, and time to production. After a three‑month implementation led by WSP‑Consulting, 200 Infraserv users are now live with service request, incident and change management. Integrations included Active Directory authentication and SAP imports via Web services for configuration management.

"We now understand the high value Service‑ can provide to a service‑centric enterprise like Infraserv," said Thomas Zeikowski, project manager at Infraserv Hochst. "We are able to serve our customers with an extremely flexible and modern application that is monitored, maintained and upgraded by the vendor. Our old management tools required too much of our time and effort and never allowed us to run service management efficiently. We knew there had to be a tool with a better user experience. The power and simplicity of SaaS from ServiceNow allows our IT teams to focus on the business instead of the tool."

Infraserv Hochst operates advanced technical infrastructure for the chemical, pharmaceutical and related process industries. It is the Frankfurt‑based operator of Industriepark Hochst. Infraserv GmbH & Hochst KG supplies companies with energies and media, disposes of various wastes, and provides business space and infrastructure. Its service portfolio ranges from environmental, security and safety services all the way to health products. It also offers logistics services as well as training and continuing education. The wholly owned subsidiaries of the Infraserv Hochst Group include Infraserv Logistics, Provadis and Technion. Infraserv GmbH & Co. Hochst KG has 1,900 employees and 140 trainees on its payroll. The Infraserv Hochst Group has 2,700 employees and 171 trainees. In 2010, Infraserv Hochst and its subsidiaries generated approx. euro 1.2 billion in revenues.

The Industriepark Hochst is home to some 90 companies in pharmaceuticals, biotechnology, basic and specialty chemicals, crop protection, food additives and services. Some 22,000 people come to work at the Industriepark Hochst. The site covers 460 hectares (1,137 acres); 50 hectares are still available for use. The companies in the Industrial Park invested around euro 495 million in the site in 2010. Total investment since 2000 amounts to roughly euro 4.8 billion.

ServiceNow SaaS for IT is now used by hundreds of large organizations and hundreds of thousands of IT service professionals worldwide. The Service‑ Germany office is located at Herriotstrasse 1, 60528 in Frankfurt. To contact, please dial +49‑(0)69‑677‑33‑180, email info@service‑ or visit http://info.service‑

About ServiceNow

Pervasive and familiar technology, evolved processes, cloud services and social IT are combining to help IT focus on the business and its people. ServiceNow is built to help customers transform IT and realize the benefits of IT 3.0. ServiceNow SaaS for enterprise IT management is best known for being software that just works. Founded in 2004, ServiceNow is using a new business model and modern technology to become the largest and fastest‑growing IT management software company on the 2010 Inc. 500 list. For more information, please visit http://www.service‑ or http://blog.service‑

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