For simplicity, Siemens first needed to reduce its number of employee legacy systems and harmonize all processes. It was then able to quickly clean and verify the data before making it accessible using ServiceNow’s Workflow Data Fabric. This then helped to form the backbone of Siemens Global Business Services’ vision to be able to move into Agentic AI.

Removing complexity from HR, Finance, and Procurement services

Siemens is one of Europe's largest industrial manufacturing companies, operating at a scale few can match. The company faced a common but significant challenge: support function services were too complex for customers to navigate efficiently.

With more than 360,000 employees needing support across Financial Services, HR, and Procurement, Siemens Global Business Services (GBS) needed a better way to deliver services. The solution was My Services, a portal built on ServiceNow that is changing the way Siemens GBS interacts with customers.

"We wanted to remove complexity and create an easy user journey centered around our customers' needs," says Matthias Egelhaaf, Head of Digital Solutions at Siemens Global Business Services.

The My Services project prompted Siemens to rethink its processes, data management, and user experience. It also built the foundation for ongoing improvements through AI and automation.

"Tech is the enabler, but more important is the change in mindset," Matthias explains. "My Services is a real game-changer."

Let's see how Siemens is using the ServiceNow AI Platform to simplify business services:

Creating a single portal helps Siemens to retire several legacy systems

By moving to the ServiceNow AI Platform, Siemens created a single process and common experience for customers using HR Service Delivery.

"ServiceNow is the backbone. It lets us take all our service management processes and move them onto one platform," says Matthias. "We've created a modern digital interaction layer incorporating email, chatbot, voice, and telephony."

The My Services portal now handles 110,000 visits monthly.

Instead of hundreds of separate mailboxes for service requests, there's now one entry point for HR, Finance, and Procurement services. This consolidation allowed Siemens to retire several legacy systems and eliminate more than 100+ mailboxes.    

Allowing customers and employees to quickly find answers

The new onboarding process shows how employee services have improved. What was once a disjointed process involving multiple departments is now a smooth, guided experience.

Enabling automation to drive process efficiency

ServiceNow underpins Siemens service delivery across global delivery locations in 80 countries. By automating high-volume processes, Siemens GBS has found remarkable efficiency gains.

"When migrating services to a single platform, you naturally align processes and data models," says Philip Hechtl, Head of AI and Digital Service Management, Siemens GBS. "Centralizing data using Workflow Data Fabric creates insights that help us to automate."

The My Services portal processes 188,000 cases monthly.

Building an AI-first mindset to drive innovation

Just as consumers expect a personalized experience, so do employees. At Siemens, this expectation is becoming reality through ServiceNow AI Agents and an "AI-first" strategy.

"We want to maximize our investments in AI, self-service, and process improvement," explains Matthias. "ServiceNow AI Agents will help us identify process gaps and drive continuous improvement. These AI agents will become trusted teammates, helping employees make better decisions with timely, relevant guidance."

Siemens GBS has already developed six proofs of concept in agentic AI in different processes and across systems, one of them being in Accounts Payable.