Case Study: GE Digital achieves $7M annual savings and streamlined global ITSM with ServiceNow

GE goes from 80% customized to 80% out of the box

GE Digital, part of the industrial conglomerate GE, ran multiple highly customized ServiceNow instances supporting thousands of users across divisions, creating inconsistent ITSM processes, 17,000 assignment groups, and millions in annual maintenance costs. The fragmented setup produced 20,000 code changes over four years, many stalled requests, poor visibility and limited ability to measure or improve service delivery—leaving the company 80% customized and struggling to operate efficiently at scale.

GE consolidated to a single ServiceNow instance, empowered global process owners to adopt out‑of‑the‑box workflows, trained internal staff, and rolled out a minimally viable product in seven months using agile methods. The move cut service catalog items from 15,000 to 350, halved CMDB attributes, reduced assignment groups by over 60%, and improved ticket routing and visibility—delivering about $7 million in annual savings and a more nimble, scalable ITSM platform.

GE Digital

Matt Fredericks

Application Engineering Director