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 conceptualisation and implementation, as well as training and support around improving code and optimising 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 optimise 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 organisation.

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Deutsche Telekom
Headquarters
Bonn, Germany
Industry
Telecommunications
Employees
211,000
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