How to Modernize ITSM Integration Across 70+ Global Subsidiaries - Trumpf Case Study

TRUMPF, a world leader in machine tools and lasertechnology, employs over 16,500 people across more than 70 subsidiaries withdifferent ownership structures. When their 10-year-old customized ITSM toolcould no longer be migrated to current systems, they faced a criticalchallenge: how to modernize with ServiceNow while delivering seamless servicemanagement across a complex global ecosystem.

KEY TAKEAWAYS:

Email-based ticketing doesn't scale. Point-to-pointconnections create inconsistencies. Even enterprise service buses requireconstant consultant support. TRUMPF needed what they called "transparentcoupling" - combining the user-friendliness of a closed system with theadministrative advantages of separate environments. ONEiO delivered IntegrationOperations as a managed service, handling implementation, configuration,operation, and maintenance so TRUMPF's IT teams could focus on governance andstrategy instead of integration firefighting.

TIMESTAMPS:

0:00 - The Challenge: ITSM Modernization at Scale

0:41 - TRUMPF's Complex IT Governance Landscape

1:03 - Why Traditional Integration Approaches Failed

1:47 - Defining Requirements: "ITSM Connector as aService"

2:06 - Why TRUMPF Chose ONEiO

2:48 - The Partnership: Solution-Oriented Collaboration

3:05 - Results: Transparent Coupling Achieved

3:28 - Integration Ops in Action

4:05 - Advice for ITSM Modernization Projects

4:28 - From Tactical Burden to Strategic Enabler

BOTTOM LINE:

Traditional integration approaches—whether email systems,point-to-point connections, or enterprise service buses—create maintenanceburdens that scale poorly across complex organizations. Integration Operationstransforms integration from a technical burden into an operational capability.ONEiO's managed cloud-native platform delivered exactly what TRUMPF needed:scalable, reliable ITSM integration across their entire service providerecosystem without requiring constant consultant support.

RESOURCES:

Download the Integration Ops Book: Learn the frameworks,strategies, and real-world guidance behind success stories like TRUMPF's.Discover how to modernize your integration approach from tactical burden tostrategic enabler. Download here: https://campaign.oneio.cloud/en/integration-ops-book-0825

WHO THIS VIDEO IS FOR:

Enterprise IT leaders modernizing ITSM infrastructure

Global organizations managing complex subsidiary structures

IT governance teams balancing centralization anddecentralization

ServiceNow practitioners implementing multi-subsidiarydeployments

System integrators delivering enterprise service management

TRUMPF'S INTEGRATION REQUIREMENTS:

16,500+ employees across 70+ subsidiaries

Multiple ownership structures and regional variations

ServiceNow modernization across entire organization

Need for scalable, reliable integration without consultantdependency

Balance between centralized governance and decentralizedoperations

WHY TRUMPF CHOSE ONEiO:

Technical advantages: Scalability in AWS cloud, cloud-nativedevelopment, microservices architecture, Kubernetes orchestration, modular andexpandable platform, codeless configuration for long-term flexibility

Partnership advantages: Pragmatic approach to complexprojects, consistent adaptation without delays or additional costs, reliablesolution-oriented collaboration, always available and engaged support

KEY SUCCESS FACTORS:

Align all stakeholders on test cases before starting

Begin with inventory, then consolidate and optimize

High-level process descriptions aren't enough - detailsmatter

Clarify in advance who can initiate which processes and makewhich changes

Choose a partner that handles the entire operationallifecycle

TAGS:

#TRUMPF #CaseStudy #ServiceNow #ITSMIntegration#IntegrationOps #EnterpriseITSM #DigitalTransformation #CloudNative#ITGovernance #ManagedServices #GlobalIT #ServiceManagement #AWS #Kubernetes#EnterpriseSoftware

About ONEiO:

ONEiO pioneers Integration Operations (Integration Ops) as amanaged service discipline, enabling global enterprises to scale ITSMintegration without chaos. Unlike traditional point-to-point connections or DIYplatforms that create maintenance burdens, ONEiO delivers guaranteedintegration outcomes through cloud-native architecture, 24/7 expert operations,and complete lifecycle management.

Learn more: https://www.oneio.cloud