Case Study: Knorr-Bremse AG achieves a worldwide ITSM rollout in one day with ServiceNow

Knorr-Bremse AG - Customer Case Study

Knorr‑Bremse, the world’s leading manufacturer of braking systems, needed to replace a discontinued, limited SAP‑based ITSM tool with a more functional, user‑friendly system and train IT staff worldwide on a tight schedule. The IT team faced an eight‑month project timeline (including a pilot), the need to prepare 250+ support staff across multiple countries and languages, and the challenge of rolling out a new service platform for 16,000 users in seven languages.

Knorr‑Bremse selected ServiceNow and partnered with WSP Consulting and ServiceNow Training to produce tailored materials, deliver four days of instructor‑led training at hubs and webinars across two dozen locations, and execute a same‑day global go‑live. The lightweight implementation (about 1.5 resources) delivered faster customization, smoother approvals, better transparency and quicker change response; within three months users logged more than 12,000 incidents and 7,500 requests, and management deemed the rollout a complete success.

Knorr-Bremse AG

Michael Badstieber

Project Manager for Implementation