The Now Platform as a strategic cornerstone

In a fast-changing automotive landscape, one of the world’s largest heavy-duty vehicle manufacturers accelerated its digital journey by adopting the Now Platform as a strategic cornerstone. This move streamlined IT operations and powered enterprise-wide transformation. Learn how the company maximized the value of its ServiceNow investments with support from The Cloud People.

Global scale, industry leadership

With over 40 production sites and 100,000+ employees worldwide, the manufacturer is a key player in the commercial vehicle market, known for its high-quality commercial vehicles and innovative engineering. Its portfolio includes light to heavy-duty trucks, buses, coaches, and financial services. Operating at this scale requires seamless coordination and innovation—areas where the company leads by leveraging advanced technologies to deliver consistent value and efficiency for employees and customers.

Establishing independent IT operations

For over a decade, the heavy-duty vehicle manufacturer has leveraged the Now Platform—primarily ITSM, ITOM, and CMDB—to streamline enterprise workflows. In 2021, following a corporate carve-out, the company launched its own ServiceNow Center of Excellence. The transition brought challenges, including maintaining service quality while separating systems and operations. To support this complex shift and ensure successful establishment of the ServiceNow Center of Excellence, The Cloud People was selected as a strategic partner.

A strategic partnership

The Cloud People built a global operational framework staffed by expert architects, consultants, and developers to guide the company through digital transformation. The team supported the company’s ServiceNow Center of Excellence (CoE) in reaching its goals, driving key initiatives, and aiding strategic decision-making to help the new IT organization succeed.

Three essential areas

The Cloud People became a strategic partner for the heavy-duty vehicles manufacturer especially serving the following three essential areas:

• Comprehensive technical support and expertise on day-to-day ServiceNow operations, especially covered with the help of “Baseline Application Managed Services”.
  
  
• Continuous enhancements on the company’s Now Platform with DevOps, demand management, development of new functionalities, and more – enhancing the platform incrementally, especially with the help of “Scalable Application Managed Services”.
  
  
• Strategic advisory to make use of the full ServiceNow spectrum to leverage the powerful engine for digital transformation inside the organization. 
  
  

Building a strategic platform

To make this leadership team even more successful, several activities were carried out:

• On-site collaboration: The Cloud People worked closely with teams to identify critical issues and build cultural alignment.
• Now Platform positioning: Established as a core part of the company’s digital transformation strategy.
• Gap analysis & roadmap: Identified platform capability gaps and created a unified action plan.
• Business-IT alignment: Shifted focus to value-driven initiatives that support business outcomes.
• Data & ownership: Improved data quality and clarified service ownership across the platform.
• Standardization: Streamlined technical improvements using ServiceNow’s SPM module.
• Governance & consultation: Ongoing support and governance ensured strategic alignment.
  
  

Proven results

The partnership between the Company and The Cloud People delivered significant value:

• Greater efficiency: Faster demand processing reduced time to market for IT services.
• Higher ROI: Improved use of ServiceNow boosted return on investment.
• Better visibility: Enhanced platform and data oversight supported smarter decisions.
• Stronger structure: Refined CoE roles improved clarity and IT service management.

As IT becomes increasingly vital to operations, this collaboration highlights how strategic ITSM and expert support from The Cloud People can drive lasting transformation and business success.

Statement from the Platform owner

The Platform Owner and Head of the CoE at the heavy-duty vehicles manufacturer summarizes
“In collaboration with The Cloud People, as our key partner, we embarked on a road which has been very successful and rewarding. Over the past 2 years, our successes have ranged from minor technical integrations to large-scale project alignment around the globe in the context of our carve-out. It's not just about excellence in IT service management and some advisory. They support us with an integrated approach towards digital transformation with the help of ServiceNow and at the same time counter major challenges such as data quality management, the foundation for everything inside our business these days. Our strategic partnership with The Cloud People enables us to work on a broad scale with a strong focus on strategy and roadmap.”