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The Linde logoLinde

Linde transforms global help desk operations with SaaS service management—supporting over 65,000 users in 80 countries

The Linde logo

About Linde

Linde is a global leader in industrial gases and engineering. Operating in more than 80 countries, Linde serves a wide range of industries, including chemicals, energy, food and beverage, healthcare, and mining.

Industrial refinery with tall cylindrical storage units
  • Founded:
    1879 (Germany)
  • Number of employees:
    Over 65,000

Summary

Challenges

  • Outdated legacy platform hindered agility and upgrades.
  • Multiple tools increased cost and complexity.
  • Poor UX and limited integration blocked innovation.

Solution

  • Adopted OpenText™ Service Management—a SaaS-based, ITIL-aligned platform with AI-powered automation.
  • Enabled codeless configuration and seamless integrations.
  • Established a unified service model with complete infrastructure visibility using OpenText™ Universal Discovery and CMDB.

Results

  • operations icon Streamlined operations
  • performance rating Improved user satisfaction with a self-service portal for 60,000 users
  • modern platform icon Established a modern, flexible platform to support evolving needs

Challenges

  • An outdated, heavily customized legacy platform made upgrades difficult
  • Multiple tools increased operational cost and complexity
  • Poor user experiences and limited integration hindered agility

Linde’s legacy service management platform had become a barrier to innovation. The company was operating a heavily customized on-premises system that was difficult to maintain and upgrade. An outdated interface, sluggish performance, and cumbersome integrations had eroded both IT and user satisfaction. No major functional enhancements were expected.

Managing multiple tools across the service ecosystem increased operational costs and inefficiencies. Several third-party tools were nearing end of life or no longer met Linde’s evolving requirements, limiting the company’s ability to adopt new technologies, automate workflows, and scale operations to support:

  • 65,000 employees across 80 countries.
  • 4,000 agents managing 6,000+ servers and 2,000+ business services.
  • 300,000 incidents, 150,000 service catalog requests, and 5,000+ changes annually.
  • 1,000+ databases within the service ecosystem.

“Our legacy service management system limited our agility, created integration challenges, and failed to meet the expectations of our users. We needed a solution that could scale with our business and support future innovation,” said Biswajit Ghosh, director of global IT service management, Linde.

Linde recognized the need for a modern, agile, and integrated service management solution that could support its global operations and future-proof its IT infrastructure.

Engineers having a discussion beside a tanker truck

Our legacy system was holding us back. With OpenText Service Management, we’ve streamlined operations and built a foundation for scalable, AI-driven service management.

Biswajit Ghosh
Director, Global IT Service Management, Linde

Solution

Linde modernized its enterprise service management with OpenText Service Management, a codeless, SaaS-based, ITIL-aligned platform that enables rapid deployment, seamless integration, and AI-powered automation to streamline operations and boost efficiency.

Products deployed

Accelerated enterprise service management with SaaS-based, ITIL-aligned platform

To modernize its enterprise service management, Linde partnered with OpenText to deploy OpenText Service Management—a codeless, SaaS-based, ITIL-aligned platform built for rapid deployment, seamless integration, and AI-powered automation. The solution was selected for its flexibility, allowing teams to adapt workflows through codeless configuration while offering a unified, mobile-enabled portal that enhances the user experience.

Linde also valued the platform’s advanced AI capabilities, including virtual support agents and intelligent automation. Real-time dashboards, strong knowledge content, and smooth integration with existing enterprise tools further reinforced the decision.

Following a successful proof of concept, Barry Wood, member of the Linde Global IT Service Management team, said, “The proof of concept gave us confidence to proceed, with about 95% of requirements successfully demonstrated. Despite some adaptations beyond out-of-the-box capabilities, we completed the implementation in just nine months—a rapid timeline for a project of this complexity.”

Gained full infrastructure visibility with CMDB and technology asset discovery

Prior to implementing OpenText Service Management, Linde modernized its configuration management database (CMDB) and asset discovery processes with OpenText Universal Discovery and CMDB.

The discovery and CMDB solution integrates natively with the service management platform to deliver a unified service model and complete infrastructure visibility. Infrastructure changes are dynamically detected and automatically reflected in the CMDB.

The deployment of OpenText Universal Discovery and CMDB has been pivotal. Discovered data supports a wide range of IT operations use cases, including incident, change, problem, and request management. It also enhances security, certificate tracking, financial cost allocation via Apptio, and reporting through PowerBI and APIs.

Truck door with the Linde logo

The proof of concept gave us confidence to proceed, with about 95% of requirements successfully demonstrated. Despite some adaptations beyond out-of-the-box capabilities, we completed the implementation in just nine months—a rapid timeline for a project of this complexity.

Barry Wood
Member of the Linde Global IT Service Management team

Results

Linde’s service desk transformation has improved efficiency and user satisfaction. Next, OpenText™ Service Management Aviator™ will bring AI-driven ITSM with predictive insights, automation, and smarter service experiences.

Improved operational efficiency, user experiences, and future readiness

Linde’s service desk transformation has delivered measurable impact across global operations. Since go-live, the organization has been processing over 20,000 incidents, hundreds of changes, and over 10,000 service requests per month.

The project has improved operational efficiency, reduced tool complexity, and enhanced user satisfaction, establishing a strong foundation for continued innovation and scalable growth.

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