Case Study: STIHL achieves faster incident resolution and improved SLA visibility with xMatters

STIHL Trims Time to Resolve Critical Incidents

STIHL, the global manufacturer of outdoor power equipment based in Waiblingen, Germany, supports 14,000 employees across 40 countries. The IT team lacked a consistent, comprehensive alerting system: notifications were broad and not tied to ServiceNow tickets, managers couldn’t confirm who had responded, and Service Provider SLA performance was often unverifiable.

STIHL deployed xMatters integrated with ServiceNow—configured at headquarters in three days—to send targeted, confirmed alerts (SMS, email, voice, mobile push) and link them directly to service tickets, with one‑touch conferencing for fast coordination. The result: faster response times and higher productivity, an audit trail to verify SLAs, and a planned rollout of the solution as the company’s global service‑management standard.

STIHL

Oliver Gallus

IT Service Management