Automotive leader transforms IT at scale

The challenge

Building a new IT foundation after a global carve-out

In a rapidly evolving automotive industry, one of the world’s largest heavy-duty vehicle manufacturers accelerated its digital transformation by adopting the Now Platform as a strategic foundation.

With more than 40 production sites and over 100,000 employees worldwide, operating efficiently at this scale demanded seamless coordination and continuous innovation. Following a corporate carve-out in 2021, the company faced the complex task of separating systems and operations without compromising service quality. To succeed, they needed both the right platform and a trusted partner to help establish a new independent IT organization and Center of Excellence — driving transformation across the entire enterprise.

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Strategic partnership

The Cloud People built a global operational framework staffed by expert architects, consultants, and developers to guide the company through digital transformation. They supported the new ServiceNow Center of Excellence (CoE) in reaching goals, driving initiatives, and aiding decision making.

Three essential areas of support

To maximize impact, the partnership focused on providing end-to-end support for ServiceNow. This included technical support and daily operations, continuous enhancements and new functionalities through scalable services, and strategic advisory to ensure the platform was fully leveraged in line with the company’s digital transformation goals.

Building a strategic platform

Several activities supported the shift to a strategic platform, including on-site collaboration to align culture and address critical issues, conducting a gap analysis and roadmap to unify actions, aligning business and IT around value-driven initiatives, improving data quality and clarifying service ownership, standardizing processes using ServiceNow’s SPM module, and providing governance and consultation to maintain strategic alignment.

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The outcome

Moving toward a common vision

The collaboration delivered multiple benefits: greater efficiency, higher ROI, better visibility, and a stronger CoE structure. Faster demand processing reduced time to market for IT services; improved usage of ServiceNow increased return on investment; enhanced platform and data oversight enabled smarter decision making. Roles within the CoE were refined, bringing clarity and improved IT service management.