ServiceNow Employee Center Self-Service Case Study

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Case Study

Employee Center for End Users – Ticket Management & Self-Service

Delivered a Store-ready scoped application enabling employees to submit support requests via ServiceNow® Employee Center for a German automotive customer, as part of our Authorized ServiceNow Training Partner engagement.

Company card

About the customer:

The customer is a leading global automotive manufacturer headquartered in Germany, specializing in premium and luxury vehicles. Operating around 30 production sites worldwide, the company focuses on innovation in connectivity, autonomous driving, and electrification, and offers both vehicle and mobility services.

Industry: Automotive

Headquarters: Germany

Cooperation period: 2025

Employees: 150

Website: NDA

Executive Summary

This project delivered a set of structured job aids, scripts, and training videos to help end users navigate the Employee Center for ticket creation and related self‑service actions. The materials guide users through key processes — from submitting and tracking support tickets to responding to service desk requests and completing surveys.
The job aids offer clear task‑focused instructions, while the videos provide step‑by‑step visual and narrated guidance. Together, they improve user confidence, increase adoption of the service portal, and reduce dependency on support teams by enabling efficient self‑service.

Business Challenge

To address the customer’s support management needs, the following capabilities are enabled:

It is enabled for the customer to efficiently manage support requests.
Employees are provided with the ability to submit tickets.
Employees can access self-service solutions.
Employees can track their requests.
Employees can communicate with the Service Desk via the ServiceNow® Employee Center.
Resolution times are reduced and end-user satisfaction is increased.

Solution & Business Value

Solution:

The ServiceNow® Employee Center provides a centralized platform for submitting and managing support requests.

Step-by-step guided ticket creation with dynamic forms and self-service recommendations (Now Assist).

Direct communication with the Service Desk via ticket activities and attachments.

End-users can track requests, reopen tickets, and provide feedback through surveys.

Favorite forms and optional fields enable personalization and efficient reuse of common requests.

Business Value:

Streamlined support request handling reduces resolution times.

Improved transparency and communication increase end-user satisfaction.

Self-service and guided workflows reduce workload on Service Desk staff.

Survey feedback enables continuous service improvement.

Centralized visibility of open and closed requests improves reporting and management.

Business Outcomes:

Increased efficiency in handling support requests through centralized ticket management.
Faster resolution times and reduced backlog for the Service Desk.
Higher end-user satisfaction and engagement with IT support services.
Improved transparency and tracking of open and closed requests.
Continuous service improvement enabled through actionable survey feedback*

Value for End Customers:

Faster access to support and solutions through guided ticketing and self-service.
Clear visibility of request status and updates in real time.
Ability to provide feedback and influence service improvements via surveys.
Simplified communication with the Service Desk, including sharing attachments.
Reduced frustration and improved satisfaction with IT support services.

Value for the B2B Client:

Improved operational efficiency through centralized support request management.
Reduced Service Desk workload and faster issue resolution.
Enhanced visibility and reporting on open and closed requests.
Increased end-user satisfaction leading to higher adoption of IT services.
Continuous improvement of support processes driven by actionable feedback.

Use Cases Covered by the Application

Submitting support requests via guided ticket forms.

Accessing self-service solutions and knowledge articles.

Tracking open and closed requests in real time.

Communicating with the Service Desk through ticket activities.

Attaching documents, screenshots, or other files to tickets.

Reopening tickets if further assistance is needed.

Marking favorite forms for frequently used requests.

Providing feedback through surveys to improve services.

Technologies and Tools

Talk with our experts

For USA

Raphael Holdermann

Co-founder & Chief Customer Officer at Teiva Systems USA

Raphael is a client-focused leader known for his big-picture business vision and entrepreneurial acumen, having successfully launched organizations, turned around challenged businesses and rapidly scaled programs for small to large enterprises in the ServiceNow ecosystem.

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Dach region (Germany, Switzerland & Austria)

Kostya Bazanov

Co-Founder & Director at Teiva Systems Germany

Kostya has been developing and extending the business footprint of Teiva Systems in the DACH region. Being a trusted advisor and a ServiceNow solution architect since 2012, he offers reliable and quality business and IT solutions, products, and services to our clients.

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Other countries

Oleksii Konakhovych

Co-Founder & CTO at Teiva Systems

Oleksii working with ServiceNow since 2007 and inspired by the opportunity to build a process design and platform architecture. Oleksii using a years of experience to be a few steps ahead of the challenges. Our customer will have the best result and noticeable improvements in the quality of work.

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