Story
ServiceNow
Hapag-LloydServiceNow at Hapag-Lloyd: Repetitive Desktop Work
Hapag-Lloyd, an industrials organization in Germany, uses IT Operations Management from ServiceNow to support back-office automation for operations analysts.
Hapag-Lloyd folded IT Operations Management into back-office automation so operations analysts share one view of repetitive desktop work.
“In Germany, operations analysts already knew where repetitive desktop work went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.”
“ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because repetitive desktop work has a clear owner |
| Productivity | Handoffs in back-office automation sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how back-office automation actually runs |
Story
Hapag-Lloyd did not need another dashboard that nobody opened. It needed back-office automation to move. In Germany, operations analysts already knew where repetitive desktop work went wrong: too many copies, too little ownership, and a close process that waited on the loudest inbox.
IT Operations Management from ServiceNow is now in that path. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The company treats it as production tooling for back-office automation, which is why operations analysts live in it rather than exporting from it once a quarter.
Hapag-Lloyd can show how repetitive desktop work is handled today. That is the value: a repeatable way to run back-office automation on software the rest of the industry already recognizes.
