A network spanning 60 countries

In endurance racing, there is no margin for error. Races run for 6, 12, and 24 hours. Cars are built from 3,000 components, and a single failure can stop the race. The teams that win aren't just faster—they're better at knowing things: what failed, when, why, and what to do next. That same discipline—capturing information precisely, routing it instantly, acting on it together—also happens to be what it takes to coordinate 200 dealers across 60 global markets. The question was whether a single platform could hold both.

Ferrari approached the dealer network first. "We had several systems to manage a service request across multiple applications. We did not have a single point of view on all the problems," says Antonio Torretta, Head of IT Strategy and Governance, Ferrari. 

Ferrari needed a single platform that could replace all these systems and applications on a global scale. 

“Access to the correct information at the right time is key to achieving a high operational standard. This is how the One Digital Portal supports us. The system has been built to capture and define best practices and standards that we share across our crews.” 

Antonio Torretta, Head of IT Strategy and Governance, Ferrari

One single source

 A shared standard, built on ServiceNow Customer Service Management—replaced fragmented systems by connecting 25,000 employees, dealers, and suppliers on one platform across 60 countries. The results were immediate: resolution times improved by over 40%. But the most important insight was that a single platform could hold the complexity of a global enterprise without compromising how the brand works.

“On the track, precision is measured in milliseconds. Our ambition is to have the same precision in our business operations—speed and clarity of execution in all our business processes,” says Antonio.

After working on the dealership network, Ferrari moved on to the next challenge.

The second test: an endurance race with no margin for error

In the FIA World Endurance Championship, operations must be carried out at extreme intensity, under strict FIA compliance. Testing cycles generate vast amounts of fault and performance data. Race weekends pile up more data across gruelling 6, 12, and 24-hour events. The pressure to capture, analyze, and act on information—across engineering teams, trackside crews, and external partners—is relentless.

"The car is made of three thousand components. And you only need one of them to fail for the car to stop. There is no margin for failure," says Gilles Pironi, Reliability & Vehicle Development Manager, Ferrari Hypercar Endurance Race Cars.

The car is the visible output. Behind it is something less visible but equally important—the people, the processes, the systems that let teams work together under that pressure.

"The real machine is composed by persons, processes, data, technology, everything working together. Without this machine, nothing can work," says Filippo Cassano, Head of Digital Enterprise Architecture, Infrastructure and Operations, Ferrari.

"Previously, our tools were isolated," adds Gilles. "When something happened at a race weekend—by the time the right information reached the right people, time had already been lost."

“We can race on the other side of the globe, but the people that work for us have direct access to the information and can start to digest it and work on it.”

Gilles Pironi, Reliability & Vehicle Development Manager, Ferrari Hypercar Endurance Race Cars

Every fault from trackside to resolution, tracked in real time

Ferrari extended the ServiceNow AI Platform—already used across its dealerships—to the Hypercar program with a dedicated application. A mechanic spotting a defect during testing logs it instantly via mobile: the fault, mileage, session details, and photos. It's routed immediately. Within seconds, engineers, trackside crews, and external partners see the same record and can act on it.

"We can race on the other side of the globe, but the people that work for us have direct access to the information and can start to digest it and work on it—as we are on the other side of the planet," says Gilles.

The workflow follows the defect through its entire lifecycle: structured diagnosis, corrective action, validation, and back into the platform as a permanent record—feeding future races with structured learning shared across every department. Procurement, logistics, and regulatory requirements are tracked in the same flow—not handled separately.

"Access to the correct information at the right time is key to achieving a high operational standard. This is how the One Digital Portal supports us. The system has been built to capture and define best practices and standards that we share across our crews," says Antonio.

For a program operating under strict FIA compliance, with sensitive IP shared across multiple organizations, that traceability is a requirement. Ferrari built compliance into the daily workflow so that discipline and speed coexist, rather than compete.

"It's kind of the opposite, you know? It starts with the people, how they work together—and then the car you see running on track is actually the result of that," adds Gilles.

One single platform can run a 60-country enterprise and a Le Mans paddock

The answer to the complexity question wasn’t a single monolithic system. It was three instances – one for enterprise operations, one for Hypercar, one for the dealer network—each tuned to its environment, all running on the same standards, the same, processes, the same discipline.

"We have created a single language for all operations. As a result, we have faster resolution times—for Hypercar defect management, as well as across our broader business operations," says Antonio.

From a Le Mans paddock to a dealer in Tokyo, the standard doesn’t change. The platform just makes it possible to keep it.