Case Study: Nordex achieves accelerated incident resolution and real-time IT visibility with ServiceNow

Renewable energy company speeds resolution with an end-to-end support process

Nordex Service, the service arm of wind turbine manufacturer Nordex Group, supports a globally distributed, technically complex fleet and around 1,500 field technicians. Facing dated, siloed incident- and request-reporting systems that caused confusion and slow response times, the team needed a scalable, single-pane solution to prioritise issues by business impact and accelerate resolution.

By deploying ServiceNow IT Service Management, Nordex consolidated systems onto the Now Platform to deliver end-to-end incident management with a three-level support structure, digital workflows, role-based dashboards and a self-service portal (with mobile/offline support). The result: faster, impact‑based incident resolution and reduced turbine downtime, real-time operational visibility and analytics, fewer calls/emails, and a markedly improved employee experience.

Nordex

Philipp Marten

Project Manager and Product Owner ServiceNow Platform