The photolithography machines ASML supplies to customers like Intel and Samsung contain around 100,000 components, with transportation requiring 40 freight containers, three cargo planes, and 20 trucks. ServiceNow has been supporting ASML on its remarkable growth journey since 2008, contributing in recent years to its ongoing digital transformation program, focusing on automating business processes to unlock additional agility, efficiency, and productivity benefits. To this end ASML standardized on ServiceNow IT Service Management as its strategic, enterprise-wide platform delivering consistent, centrally controlled IT support, via a self-service portal, with the capability and flexibility to cater for the very different needs of a highly diverse workforce. A well-designed ServiceNow chatbot offers a high-quality user experience. You don’t feel like you are talking to a robot anymore. Beau Chaitram, Product Owner ServiceNow, ASML New ways to provide IT services and support By 2020 the company was onboarding 200 new recruits every month. As a result, finding new ways to deliver great IT services and support for its rapidly expanding and geographically dispersed teams was vitally important. “Every day, our IT service desk handles around 1,000 support tickets from employees and contractors worldwide,” explains Ramon de Bruijn, ASML’s Enterprise Service Management Center of Excellence and Innovation Manager. “Our goal was to find new ways to support our colleagues, providing a consumer-grade experience and instant access to all the information they need to focus on their core role and to be as productive as possible. “By reducing call and email volumes, we could give precious time back to our 200 first line service desk engineers, freeing them for higher value projects and innovations, rather than on password resets or providing access to SAP.” ASML