Success Stories
Practical AI, Real Impact
Brenntag’s Approach to Intelligent Service Management
Brenntag operates across multiple countries, legacy systems, and ways of working. As the organization evolved, fragmented service management processes created complexity for employees and IT support teams, with users facing inconsistent service experiences and leadership having limited visibility into the IT landscape.
To simplify this environment, Brenntag needed a single global service management platform that could bring consistency, harmonization, and standardization across ITSM systems and supporting processes. The goal was not just to implement a tool, but to change how services were delivered across the organization, with user experience at the center.
Infosys partnered with Brenntag on this transformation journey, helping establish ServiceNow as the backbone for incident, change, problem, knowledge, and CMDB capabilities in one ecosystem. The transformation created a single digital door to IT, reduced complexity for users, and gave support teams the information needed to deliver better services.
Business outcomes
Created a single digital door to IT, simplifying service access for employees.
Standardized core service management processes to drive greater consistency across the organization.
Improved service quality and operational visibility for support teams and leadership.
Enhanced user experiences through more reliable and consistent service delivery.
Established a foundation for AI-enabled service management with capabilities such as Virtual Agent, AI Search, Incident Summarization, Resolution Note Generation, and Dynamic Translation.
What has stood out for me from the beginning is the mindset with Infosys. It's not about delivering on a contract, it's about co-creation, working together, collaborating, trusting each other and really delivering together the outcomes and the values that the business needs.
And if I look at the impact so far and the journey that we've been on in the last few years, I'm really, proud of the team and what's been accomplished.
Paul Williams
Senior Manager ITSM Operations and IT Policy, Core IT Brenntag Group – Technology
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