Deutsche Telekom meets demand for IT efficiency with ServiceNow ITSM
Faster incident response times Reduction in number of responses,
thanks to self-service Improved efficiency for the IT team
Accessing high quality IT services with efficiency

Deutsche Telekom is one of the world’s leading integrated telecoms companies, with some 245 million mobile customers, 25 million fixed-network lines, and 21 million broadband lines. It provides fixed-network/broadband, mobile communications, internet, and IPTV products and services for consumers, and information and communication technology (ICT) solutions for business and corporate customers across more than 50 countries.

In recent years, Deutsche Telekom has seen an increasing demand for cost effective IT services, with improved quality and reduced throughput times. In response, the company began moving its IT service management processes over to ServiceNow.

ServiceNow Expert Services was brought in to support Deutsche Telekom with the conceptualization and implementation, as well as training and support around improving code and optimizing deployment processes.
Success in this project will be for the users to have a user experience where they enjoy using the tool, and software that supports the ITSM processes as effectively as possible. Markus Hammelmann Lead Architect - Deutsche Telekom IT GmbH
As well as replacing its entire IT service management system, Deutsche Telekom also aims to optimize its IT processes, providing users with an improved experience and helping to resolve incidents more quickly. The introduction of the self-service concept also aims to reduce the number of incidents that reach the IT team..

In the future, Deutsche Telekom hopes to use the low-code functionality of the Now Platform to allow citizen developers to create their own workflows, improving efficiency across the organization.
Share this story Products Expert Services IT Service Management Customer Details Customer Deutsche Telekom Location Bonn, Germany Industry Telecommunications Employees 211,000
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