EDAG Group relies on the AI-native ESM Platform from Serviceware for IT Service Management

Idstein Serviceware SE (“Serviceware,” ISIN DE000A2G8X31) has gained another high-profile new customer with the EDAG Group (“EDAG”). EDAG, one of the leading engineering service providers for the automotive industry and other sectors, with around 8,700 employees across approximately 70 locations in Europe, Asia, and North and South America, will deploy Serviceware’s AI-native platform globally for its IT Service Management (ITSM) operations. A SaaS contract with a minimum term of three years has been signed. The Serviceware solution will replace the ITSM software of a European competitor that has been used so far.

With Serviceware’s ESM platform, EDAG can leverage Artificial Intelligence to achieve a high degree of service process automation and seamlessly integrate new processes within a very short time. Initially, the Serviceware Platform will be used to map the core ITIL processes, including Incident Management, Service Request Management, and Knowledge Management. Following successful implementation, the platform is to be expanded to additional ITSM and ESM processes. In addition to its extensive AI functionalities, Serviceware convinced its new customer with the platform’s easy integration into the existing IT infrastructure and the seamless interlinking of processes, functions, and modules—significantly reducing costs and increasing efficiency.

Tim Ebner, Director Sales at Serviceware: “We are delighted to welcome the EDAG Group as yet another high-profile new customer. Our AI-native Serviceware Platform will support the company in standardizing workflows and implementing new service processes quickly and easily. Thanks to the platform’s flexibility, additional processes and workflows can be seamlessly integrated, relieving employees in their daily work. Our platform grows with the customer’s needs, continuously providing the right, scalable solutions tailored to specific requirements.”