Enterprise Knowledge Search · IT Operations Automation
Siemens Healthineers needed one governed platform for employee and supplier services, because fragmented departmental processes and manual support work made it harder to deliver consistent HR experiences, strengthen contract management, and introduce autonomous AI while staying compliant.
Reported impact
Siemens Healthineers reached 75% employee adoption of its service portal, exposed 115-plus HR services through one engagement layer, positioned Agent Zero to handle about 9,000 cases per month, and created a compliant-by-design model for AI-assisted HR and procurement workflows.
Siemens Healthineers is using ServiceNow as an employee and supplier engagement layer built around AI Agents, Employee Center, HR Service Delivery, and Supplier Lifecycle Operations. Employee Center is the front door for more than 115 HR services and 850-plus knowledge articles in eight languages, while HR Service Delivery provides the case-management model for employee support. AI Agents such as Agent Zero and the Payslip Explanation Agent use ticket patterns and knowledge to classify, resolve, or escalate inquiries with context. Supplier Lifecycle Operations extends the same platform principles to the One Supplier Portal, where procurement teams manage supplier documents, contacts, contract insights, and stakeholder coordination in one place. The result is a compliant-by-design AI operating model that links HR, procurement, and governance on one ServiceNow foundation.
Employees enter through Employee Center, where AI Agents use case history and knowledge articles to answer questions or open HR Service Delivery cases, then escalate unresolved work to human agents with full context. Procurement and supplier work flows through the same platform into Supplier Lifecycle Operations, where documents, contacts, and contract processes are coordinated with downstream business stakeholders.
"Agent Zero is the latest example of this approach in practice-and Siemens Healthineers' first live deployment of agentic AI."
"HR is the primary use case, with over 115 active HR services available to employees via the Employee Service portal."
"The One Supplier Portal gives procurement teams a single place to work with direct and indirect suppliers-managing processes, contacts, documents, tools, and communications all in one spot."
"The aim is for it to autonomously process up to 9,000 HR tickets when it can find the answer or solution right away."
"With more than 850 Knowledge Articles available in eight languages, the portal supports everything from booking a desk, to raising an HR case or interacting with suppliers."
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Scoring methodology
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Traceability
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