Case Study: adidas achieves 70% self-service adoption and 6-hour mean time to resolution with ServiceNow

Simple Lean and Fast Global Service Delivery Enables Digital Transformation

adidas, a global sports brand with more than 60,000 employees across 160+ countries, needed to modernize its IT service delivery to support a company-wide digital transformation. Legacy, disparate systems left the Global Service Management team with poor transparency, limited end-to-end reporting, and a user experience that didn’t meet the organisation’s consumer-grade expectations.

adidas chose ServiceNow and launched the ASPEN Service Shop as a single, cloud-based service portal, adding ITSM, change, incident, CMDB, asset, HR and knowledge capabilities. The mobile-first, consumer-like interface drove adoption — 70% of employees now self-serve — while mean time to resolution fell from 36 to 6 hours, 40% of tickets are resolved in under a day, IT staff reclaimed 30% of their time, and the platform handles millions of requests annually with an NPS of 89.1%, enabling expansion across Finance, HR and other business functions.

Adidas

Daniel Witherspoon

Senior Service Manager