Efficient end-to-end IT service delivery in the public sector

The current IT service management in the public sector resembles a patchwork quilt of workarounds – makeshift, error-prone and long out of date. Instead of solving problems efficiently, new obstacles arise that noticeably hinder day-to-day work. Valuable resources are tied up in simple, repetitive tasks, whilst strategically important issues are often neglected. There is a clear need for action: a holistic, future-proof solution is required to restore organisations’ full operational capacity in technical, organisational and personnel terms.

By international standards, the German public administration lags behind when it comes to digitalisation. This is evident, amongst other things, in the United Nations’ E-Government Development Index, as well as in studies by the OECD and other institutions. Public debates often attribute this lag to staff shortages and federal structures. In reality, however, the lack of a cross-agency digital infrastructure and the absence of technical standards play an equally decisive role. As a result, software solutions are rarely reused and are unnecessarily redeveloped time and again.

Digitalisation platforms create a uniform and modern infrastructure, as well as standardised data models and interfaces, which enable efficient collaboration between public authorities. Furthermore, the platform promotes the one-off development of software modules that can be reused and adapted, rather than having to be redeveloped time and time again.

IT service providers that deliver solutions for the public sector can use digitalisation platforms to make their service delivery more efficient, more transparent and of a higher quality. In doing so, they provide their customers – and ultimately the public – with better IT solutions. 

ServiceNow is one of the fastest-growing digitalisation platforms in the world, with annual growth of over 25 per cent. Recognised as a ‘Leader’ in numerous industry studies on IT service management (ITSM), low-code development, artificial intelligence and other areas, ServiceNow sets the standard. With ServiceNow, organisations can work smarter, faster and more efficiently on an integrated platform.

The platform enables the end-to-end digitalisation of all business and IT processes – from human resources management and customer service to field service organisation. Tried-and-tested standard modules such as ITSM, HR, CSM and FSM ensure rapid success in digitalisation. The AppEngine low-code functionality also enables the rapid and high-quality digitalisation of all administrative processes – from internal templates to complex OZG procedures.

ServiceNow has already proven its worth in the public sector. The platform can be operated flexibly – either on-premises or within the sovereign cloud infrastructure of T-Cloud.

Public administration is under pressure: the backlog of IT investment, rising demands for digital services and the lack of standardised processes are hampering the urgently needed digital transformation. Existing IT service management tools are reaching their limits in the face of complex requirements, tight budgets and increasing regulatory requirements. A modern, high-performance platform such as ServiceNow promises to provide a solution – but the path to achieving this is challenging.

The following challenges exist:

• Diverse specialist departments, a lack of IT literacy: Many public authorities lack not only digital infrastructure but also IT literacy within their specialist departments.
• Lengthy coordination and numerous stakeholders: The implementation of ServiceNow requires extensive coordination: numerous departments, a wide variety of requirements and several service providers make the process complex.
• A lack of standards and inefficient processes: Today’s ITSM processes in public administration are often characterised by data silos, long response times and unclear interfaces. 

ServiceNow offers great potential. However, the platform is merely a tool. What is important is a realistic roadmap: gaining acceptance within the line organisations takes time, consultancy must be seen as a key component, and the focus must not be solely on the technology. With the right implementation partner, clear governance structures and robust change management, ServiceNow can be successfully embedded within the public sector – as the cornerstone of a modern, citizen-centred and efficient IT system.

First-hand experience: Thanks to our ITSM platform, DoITNow, we are familiar with ServiceNow through our day-to-day use of it.

• A full-service solution from a single source: consultancy, implementation and operation – all integrated. Keeping an eye on the regulatory framework: C5-compliant, KRITIS-ready, operated from German data centres.
• Industry-specific solutions: Proven scenarios for public sector clients of various sizes.
• Strong integration: SAP integration and accessible solutions.
• Proven expertise: Extensive experience with IT service providers, high customer satisfaction and an excellent rating in the ISG Provider Lens 2024/25.

We understand the challenges facing the public sector – and provide solutions that are truly tailored to your needs.

All public authorities in Germany can obtain ServiceNow licences and support services from T-Systems via the PD framework agreements without the need for a tender process.

• The first inter-federal framework agreement for low-code platforms was awarded in early 2024.
• Attractive licence packages for ITSM and low-code are available via the PD framework agreement – and for the first time, these are also available on-premises.
• T-Systems has been selected as a top implementer and offers comprehensive implementation and operational services
• From the initial consultation through to hackathons and proof-of-concepts, right through to the successful completion of the project, we support public sector organisations on their ServiceNow journey.