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.

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.