List of SAP ITSM Customers
SAP
Dietmar-Hopp-Allee 16,
Walldorf, 69190,
Germany
Walldorf, 69190,
Germany
49 6227-7-47474
Professional Services
26944
$23.2B
Since 2010, our global team of researchers has been studying SAP ITSM customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased SAP ITSM for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using SAP ITSM for IT Service Management include: NedBank, a South Africa based Banking and Financial Services organisation with 25954 employees and revenues of $63.59 billion, Colgate-Palmolive, a United States based Consumer Packaged Goods organisation with 34000 employees and revenues of $20.10 billion, Tenaga Nasional, a Malaysia based Utilities organisation with 30571 employees and revenues of $12.11 billion, Cascades Inc., a Canada based Manufacturing organisation with 10000 employees and revenues of $2.94 billion, Xl Axiata Indonesia, a Indonesia based Communications organisation with 2159 employees and revenues of $2.29 billion and many others.
Contact us if you need a completed and verified list of companies using SAP ITSM, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Cascades Inc. | Manufacturing | 10000 | $2.9B | Canada | SAP | SAP ITSM | IT Service Management | 2016 | n/a |
In 2016, Cascades Inc. implemented SAP ITSM as its IT Service Management platform to centralize incident handling and production support workflows. The SAP ITSM deployment became the primary system for managing the SAP Incident Queue, coordinating incident triage, and orchestrating support tasks across technical and functional teams.
The implementation supported finance facing FICO application support activities, including customization and configuration of General Ledger, Accounts Receivable, and Accounts Payable. SAP ITSM was used alongside FICO operational practices for COPA characteristic derivation and assignment, and for product cost controlling processes such as standard cost estimates. Support responsibilities documented in the environment included BPC based budget reporting, BOBJ and BI reporting support, R3 monitoring, and activities tied to financial month end cycles.
Integrations and operational coverage reflected a multi-system environment, with SAP ITSM interfacing operationally with AS400 components, Ultipro to SAP feeds, and reporting stacks such as BOBJ and BI. The service management usage spanned business analysts, super users, financial teams, and production support staff, and required routine coordination with onshore and offshore development and process teams to resolve expert level issues.
Governance and workflow changes emphasized structured incident management, knowledge capture, and training. Teams compiled recurring user error lists and resolution steps, contributed to a SAP Support manual for disputes and contracts, provided key user training, and produced end user documentation, while the production support team and SAP Applications Support management retained responsibility for prioritization and escalations within SAP ITSM.
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Colgate-Palmolive | Consumer Packaged Goods | 34000 | $20.1B | United States | SAP | SAP ITSM | IT Service Management | 2012 | n/a |
In 2012 Colgate-Palmolive initiated an SAP ITSM implementation to establish formal IT Service Management within its Global Shared Services organization. The engagement included organizational and cultural assessment, ITSM and process maturity evaluation, and executive awareness and alignment workshops.
Implementation work centered on translating ITILv3 process design into SAP ITSM configuration, with developed ITILv3 process packages used to define incident, problem, change and service catalog management workflows. The team configured SAP ITSM to support those process packages and to drive consistent operational procedures and service request handling through a centralized Service Catalog.
Operational scope included development of a Service Catalog and a targeted service management capability to manage VoIP service as a pilot in NJ USA, with the intent to validate processes and configuration within the Global Shared Services footprint. The deployment emphasis was on service lifecycle management for IT operations and communications services, aligning catalog entries to defined process roles and service ownership.
Governance activities comprised executive alignment workshops, creation of a Global Shared Services ITSM Implementation Strategy and Roadmap, and establishment of process artifacts to improve organizational effectiveness. The roadmap and process packages were positioned to support phased adoption beyond the VoIP pilot while embedding governance for catalog ownership and process accountability.
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Danfoss UK | Manufacturing | 800 | $315M | United Kingdom | SAP | SAP ITSM | IT Service Management | 2017 | n/a |
In 2017, Danfoss UK implemented SAP ITSM, an IT Service Management application, as part of a global SAP S/4 HANA roll executed across nine releases. The deployment was centered on supporting Sales & Distribution and Quote to Cash business functions within the manufacturing organization. Implementation scope included coordination with UK and Germany stakeholders and central global teams for staged releases.
The SAP ITSM rollout emphasized service management workflows integrated with Sales & Distribution processes, design of custom transactions not handled by standard SAP, and configuration of SAP Workflow. Deliverables included Change Requests, Standard Operating Procedures, Process Exception Documents, Test Scripts, and Training Material to establish repeatable operational procedures. SAP ITSM was explicitly used for defect tracking and post-go-live incident handling.
Integration architecture linked SAP ITSM to the SAP S/4 HANA landscape and used SAP Solution Manager to define scope and orchestrate integration and UAT testing, with a Test Organizer role coordinating test execution. Operational coverage extended across central project teams and local business units in the UK and Germany, supporting Quote to Cash validation and business testing. Order Follow Up tools and various reporting components were incorporated into the service management and operational reporting scope.
Governance relied on Fit and Gap workshops to gather requirements, formalized process artefacts to enforce change control, and staged testing across the nine-release program, with the consultant role coordinating UAT, training, and on-going support. Post-go-live support and defect management workflows were routed through SAP ITSM, while SAP Workflow and custom transactions enforced the restructured operational procedures. The implementation links SAP ITSM to core Sales & Distribution and Quote to Cash functions within the multi-release S/4 HANA program.
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Government | 2300 | $366M | Australia | SAP | SAP ITSM | IT Service Management | 2015 | n/a |
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Utilities | 1568 | $806M | Philippines | SAP | SAP ITSM | IT Service Management | 2017 | n/a |
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Utilities | 1300 | $200M | Philippines | SAP | SAP ITSM | IT Service Management | 2014 | n/a |
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Construction and Real Estate | 10000 | $1.1B | Philippines | SAP | SAP ITSM | IT Service Management | 2010 | n/a |
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Banking and Financial Services | 25954 | $63.6B | South Africa | SAP | SAP ITSM | IT Service Management | 2014 | n/a |
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Government | 4977 | $1.2B | New Zealand | SAP | SAP ITSM | IT Service Management | 2019 | n/a |
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Oil, Gas and Chemicals | 2100 | $2.3B | Australia | SAP | SAP ITSM | IT Service Management | 2013 | n/a |
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| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD SAP ITSM Coverage
SAP ITSM is a IT Service Management solution from SAP.
Companies worldwide use SAP ITSM, from small firms to large enterprises across 21+ industries.
Organizations such as NedBank, Colgate-Palmolive, Tenaga Nasional, Cascades Inc. and Xl Axiata Indonesia are recorded users of
SAP ITSM for IT Service Management.
Companies using SAP ITSM are most concentrated in Banking and Financial Services, Consumer Packaged Goods and Utilities, with adoption spanning over 21 industries.
Companies using SAP ITSM are most concentrated in South Africa, United States and Malaysia, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of SAP ITSM across Americas, EMEA, and APAC.
Companies using SAP ITSM range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 8.33%, large organizations with 1,001-10,000 employees - 66.67%, and global enterprises with 10,000+ employees - 25%.
Customers of SAP ITSM include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified SAP ITSM customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of IT Service Management.