Service-oriented IT Management at ZF Friedrichshafen

 

 

The IT of ZF is marked by complex structures in a growing organisation with many different requirements. The technology group makes massive investments in digital transformation. The IT department supports this corporate goal with services which are consistently oriented towards the business needs. Using the Serviceware platform, the central IT service team manages the offering, makes it accessible on a worldwide basis, builds it on a usage basis and identifies potentials for sustainable cost savings.
Blaues Logo der Firma ZF Friedrichshafen

"In the Serviceware platform ZF merges customer and IT perspectives in a comprehensible manner – based on a detailed and automated integration into the technical systems. This ensures a maximum of cost and service transparency at the touch of a button."

ZF Friedrichshafen

Transparent service offering of IT for the entire group

The goals and benefits of a service-oriented IT are obvious for ZF: IT costs are clearly linked to the services which are used and consumed by the specialist departments. The customer is provided with individual concrete and transparent services – such as a computer workplace, a printer service, CAD or SAP. From an IT perspective, the- se services encompass a complex technical structure of hardware and software in combination with IT services such as the helpdesk. In the Serviceware platform ZF merges customer and IT perspectives in a comprehensible manner – based on a detailed and automated integration into the technical systems. This ensures a maximum of cost and service transparency at the touch of a button.

 

Clear processes at the elaboration of the “ZF IT Service Catalogue”

What matters for ZF is a traceable history of changes through a workflow-supported management of the “service lifecycle”. New services or changes go through a standardised process including an approval loop before they are entered into the catalogue and become visible for the customer. Team leaders receive automatic reports on this. For the IT services of ZF offered in large volumes throughout the world, a clear documentation of the activities is important. ZF implements this now easily and transparently with the process automation of the Serviceware platform.

 

Central billing and analysis

The service-based IT model of ZF shows transparently where the services are consumed, supports comparisons and hence helps to reveal savings potentials. And, at the end of the day, it allows for a very easy billing of the IT services on a usage basis. With Serviceware Financial ZF manages the entire IT budget of a central solution from Friedrichshafen. In this connection the consumptions of the employees in the system can be checked and billed in a standardised manner using the service model.  

 

ZF Group 

ZF is a technology group operating on a worldwide basis which provides systems for the mobility of cars, commercial vehicles and industrial engineering. ZF electrifies vehicles from many different categories and contributes with its products towards reducing emissions and protecting the climate. The company is represented with a headcount of 160,000 at around 260 sites in 41 countries.

 

Highlights:

  • Transparent service portfolio 
  • Workflow-supported management of the service lifecycle 
  • Differentiated reporting based on performance indicators 
  • Transparent insights in the Business Service View 
  • Target/ actual comparisons for a rapid identification of missed developments

 

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