An active architect in the transformation that the business needs

At Siemens Healthineers, digital transformation isn’t the goal, it’s the means. The real goal? Better experiences for employees, operations that hold up under pressure, and stronger business outcomes.

As a leading medical technology company with more than 74,000 employees in over 70 countries, Siemens Healthineers has a clear purpose to pioneer breakthroughs in healthcare for everyone, everywhere, sustainably. The business is shaping a transformation agenda that brings together operational excellence, innovation, data, and AI. ServiceNow has become a strategic platform to help simplify complexity, improve service delivery, and create a more connected employee and supplier experience.

“Our ServiceNow platform journey aligns closely with the Siemens Healthineers IT strategy of ‘digitalizing the core’,” says Stephan Meyer, Head of Platform Strategy, Global IT HR at Siemens Healthineers. “In that sense, the ServiceNow platform is more than a service layer. It is one of the practical mechanisms through which strategy is translated into everyday employee experience, operational processes, and cross-functional value creation.”

What started with IT service management and self-service has grown into something broader—a platform that changes how the business engages with technology and with itself. “We’ve not simply been a passive adopter of ServiceNow functionality, but an active architect in creating the platform that the business needs,” Stephan says.

Agentic AI to deliver a high-touch employee experience

Agent Zero is the latest example of this approach in practice—and Siemens Healthineers’ first live deployment of agentic AI. It manages employee inquiries end-to-end and reclassifies, prioritizes, and routes efficiently. When possible, it resolves inquiries autonomously utilizing case histories and knowledge with the aim of giving the first level support more time while getting employees faster answers.

With the Payslip Explanation Agent, Siemens Healthineers offers another interactive AI agent that helps explain employee’s payslip components dynamically by bridging gaps left by static documentation and reducing repetitive first-level support requests.

“Inspired by our mission to deliver breakthroughs in healthcare, we also looked at this from an employee perspective,” says Stephan. “With Agent Zero we can deliver a high-touch HR experience where employees matter.”

Agent Zero didn’t come from a vendor pitch or roadmap, it came from a day-long internal hackathon in summer 2025 where Siemens Healthineers business analysts and ServiceNow solution architects built prototypes together.

“We’re building Agent Zero’s logic from actual ticket history, pulling historical case data, then applying AI to identify patterns in employee requests,” says Tobias Chrobok, Product Owner ServiceNow, HR Service Delivery at Siemens Healthineers.

Humans in the loop, and compliant by design

Agent Zero is no chatbot issuing generic advice; it goes beyond a first line of triage. It won’t just sort requests or suggest common answers. The aim is for it to autonomously process up to 9,000 HR tickets when it can find the answer or solution right away. Crucially, Agent Zero is not pretending to be human; Agent Zero introduces itself as AI, so employees know they are working with an automated system. Human HR agents were consulted throughout the development of Agent Zero, including coaching a human conversational style.

“Agent Zero will be capable of directly closing the ticket if it can or passing the issue to a human agent along with full context,” says Tobias. “We want Agent Zero to handle routine queries, to give our agents more time to focus on complex cases and provide individual guidance.”

Agent Zero has been built specifically to meet the EU AI Act, with humans reviewing throughout. The rollout plan is deliberate—North America first, handling one in ten queries, with two dedicated team members reviewing AI-resolved cases.

“We want very short feedback loops so we can quickly fix things when necessary,” Stephan explains. “This is about building confidence in autonomous AI—not just for our teams, but for our employees—before we roll this out globally.”

Built on an enterprise-wide engagement layer through which employees access services

Over the last several years, Siemens Healthineers has continuously expanded its ServiceNow footprint. What started with IT service management has evolved into a broader enterprise platform journey where the Employee Service portal has seen 75% user adoption. With more than 850 Knowledge Articles available in eight languages, the portal supports everything from booking a desk, to raising an HR case or interacting with suppliers. A dedicated Alumni Service Center extends this same experience to departing employees, keeping the ServiceNow platform as the single engagement layer across the full employment lifecycle. The strategic vision is simple: give employees one gateway for everything. No more hunting across systems. Services, support, workflows, knowledge, and essential applications—all in one place.

Siemens Healthineers knows that transformations fail when the right competencies are missing, so it closed that gap early with the introduction of the ServiceNow Academy in Portugal. “We started setting up the ServiceNow Academy in 2024 and onboarded talent to train and certify as ServiceNow developers. Additionally, we offer special Learning Paths for our internal employees to help them develop in different roles, like ServiceNow Business Analyst or Technical Consultant. Everyone involved is an essential driver of this transformation,” explains Christina Henke, ServiceNow Academy Lead at Siemens Healthineers. “That way the platform gets better because the people who use it are also the people who help to shape it.”

Agentic insight to streamline supply chain management

HR is the primary use case, with over 115 active HR services available to employees via the Employee Service portal, Siemens Healthineers ServiceNow-based portal. But now, Siemens Healthineers is extending the value of ServiceNow into other corporate functions, such as procurement.

“We had multiple departments with their own systems, each doing things in a different way,” explains Ahmed Hassan, IT Business Partner Manager for Procurement and Tax at Siemens Healthineers. “We needed a single point of truth, and for procurement to be part of a wider ecosystem to help engage meaningfully with other stakeholders in the business.”

The One Supplier Portal gives procurement teams a single place to work with direct and indirect suppliers—managing processes, contacts, documents, tools, and communications all in one spot. It connects Procurement and Supply Chain Management with Export Control, Accounting, R&D, Quality, and SQM.

“The same platform principles that simplified the employee experience are now also being brought to supplier collaboration,” Stephan points out.

The One Supplier Portal lays the foundation for AI-supported procurement, moving away from isolated tools toward a unified platform approach. By accelerating contract insights and streamlining stakeholder communication, AI reduces manual handoffs and provides teams with better context for strategic decision-making.

“AI will be essential for certain tasks; it is a great starting point for teams. Improving the efficiency of our procurement function is a major part of the company’s ‘lean for growth’ strategy,” explains Ahmed.

The Portal supports the company’s efficiency and cost-optimization goals by automating routine workflows, reducing complexity, and delivering data-driven insights. Key applications include:

• Sourcing & Negotiations: Accelerates market research and benchmarking to drive better savings.
• Contract Management: Automates creation and risk checks to reduce manual errors.
• Supplier Management: Analyzes performance and risks to prevent disruptions.
• Process Automation: Guides users and automates routine intake requests for faster processing.

Unified governance baked into the platform

For a MedTech company operating in over 70 countries and deploying autonomous AI agents across HR, IT, procurement and other functions, compliance isn’t optional—it’s foundational. ServiceNow provides a platform that embeds the transparency and capabilities required to govern AI alongside Siemens Healthineers’ critical business processes.

By using the ServiceNow platform, customers do not need to implement a separate AI governance tool; instead, ServiceNow provides the capability to correlate the data needed for responsible AI oversight. This includes visibility into AI agent usage, assist consumption, execution patterns, and process context—enabling governance decisions to be based on the right data.

“ServiceNow gives us the transparency to understand what AI is used for, how it’s consumed, and what impact it has,” explains Philipp Haas, Product Owner for Now Assist at Siemens Healthineers. “That visibility allows us to manage risk, compliance, and value consistently across the AI capabilities our platform provides.”

With ServiceNow, Siemens Healthineers has created a platform that connects people, processes, and technology. In the words of Stefan Bayer, Senior Vice President IT Function Services at Siemens Healthineers: “Digital transformation at scale requires platforms that unite people, processes, and technology—and increasingly AI. With ServiceNow as our strategic platform partner, we translate digital ambition into scalable, intelligent, and compliant business outcomes that deliver sustainable value for the enterprise.”