Case Study: SAP SuccessFactors achieves faster incident resolution and $400K in savings with ServiceNow

Foundational DNA Innovation for Transformative Service Delivery

SAP SuccessFactors, an SAP company that delivers cloud-based Human Capital Management to over 6,000 customers and 45+ million users worldwide, faced fragmented ITSM after rapid growth and M&A activity. Misaligned processes and tools increased incidents and mean time to repair (MTTR), left executives without real‑time metrics, and frustrated customers and internal staff.

Using the Now Platform and ServiceNow Inspire, SuccessFactors unified processes, data, CMDB and monitoring into a single, transparent ITSM foundation, delivered Phase 1 across four sites in 100 days, and reskilled 1,300 users. Early results include a 32% MTTR reduction (from 4.06 to 1.28 hours), 2,435 FTE-hours saved in change creation, 563 FTE-hours saved in incident creation, and roughly $400,000 in savings in the first six months, while increasing operational visibility and customer confidence.

SAP SuccessFactors

Alex Hernandez

Senior Director of SDO Service Management