Adient, a global leader in automotive seating systems, manages complex IT operations spanning multiple geographies. With thousands of users, devices and service activities, keeping ServiceNow environments steady and reliable is essential to avoid disruptions to business continuity.

The organization recognized it was time to move from evolving, piecemeal operational practices to a robust, clearly defined service management framework. Their goal was to introduce clarity in ownership, roll out standardized processes and create a support model that could truly sustain global operations.

As Adient’s first ServiceNow services provider, HCLTech helped shape the path toward a more mature and scalable service management model. Together, we designed and implemented a centralized steady-state operating framework that strengthened governance, standardized service delivery and improved operational visibility across regions.

Adient’s journey toward a centralized ServiceNow steady-state model meant introducing structure and governance while avoiding any disruption to global support. With thousands depending on the platform across regions, every step had to strike a balance between day-to-day continuity and scalable growth.

Several foundational issues demanded attention:

Supporting uninterrupted business-as-usual operations during the transition was non-negotiable. Any operational gap would risk delayed incident resolution, unpredictable change execution or drops in service reliability.

These considerations called for a carefully managed transition. One that would secure operational clarity, strengthen accountability and lay the foundations for scale, all without missing a beat in day-to-day service for Adient.

Adient’s aim was clear: build a structured ServiceNow operating model that fit global operational realities and supports future platform growth.

Key objectives included:

HCLTech deployed a comprehensive transition and steady-state framework with a focus on stabilization now and scalability down the line. The approach centered on documentation, governance alignment, process standardization and service-level agreement (SLA)–driven delivery.

Adient’s new steady-state model, powered by structure and discipline, raised the bar for collaboration and service performance worldwide. Clearly defined ownership, standardized processes and synchronized governance turned service delivery into a predictable, repeatable engine that could be trusted to scale.

Improved governance and organized service operations allowed for:

Standardizing processes and documentation amplified transparency and minimized operational variabilities:

Importantly, the transformation made life better for users:

Business Outcomes Delivered:

This transformation was about more than performance metrics. It was about building a stronger foundation for the people who depend on ServiceNow every day.

Together, Adient and HCLTech established a governance-led ServiceNow operating model that improved clarity, accountability and consistency while ensuring a seamless transition.

The result is a stronger partnership built on trust, collaboration and shared goals supporting Adient to innovate with confidence and support the evolving needs of its global workforce.