Case Study: Owens-Illinois achieves 10x faster app delivery and 1,000+ automated service requests with ServiceNow low-code/no-code

Owens-Illinois creates 100s of custom business apps with ServiceNow low-code/no-code development

Owens‑Illinois, the world’s largest glass container manufacturer based in Perrysburg, Ohio with more than 26,000 employees and $6.9B in revenue, needed to replace an aging IT ticketing system and retire Lotus Notes to improve incident, change, and workflow capabilities across the business. Teams were stuck in “email hell” using shared inboxes and lacked visibility and control over service requests.

Using ServiceNow’s Now Platform and IT Service Management, Owens‑Illinois built a low-code/no-code development team—staffed with business-savvy non‑developers—to rapidly create and deploy apps and automate workflows. The company delivered 1,000+ forms/apps, automated roughly 1K service requests, responds to business needs 10x faster, and typically delivers new applications in two weeks or less, extending ServiceNow across supply chain, manufacturing, finance and other functions while strengthening IT–business collaboration.

Owens-Illinois

Troy Dowd

Supervisor of Web Services