From Reactive to Proactive: Baker Hughes’ ServiceNow Journey with Infosys

Baker Hughes embarked on a transformative journey to modernize its service operations and elevate user experience. Partnering with Infosys, the company adopted the ServiceNow platform to streamline IT and HR service management, enhance data visibility, and drive operational efficiency.

Infosys brought deep ServiceNow expertise and strategic guidance to the engagement, helping Baker Hughes transition from a reactive support model to a proactive, data-driven approach. The implementation which began with ITSM and HR modules was followed by expanded IT capabilities and virtual agent deployment.

With Infosys, Baker Hughes continues to evolve its ServiceNow roadmap rolling out advanced features like Now Assist and AI capabilities to further optimize service delivery.