ServiceNow Transforms IT, Finance and Operations Management for Biopharmaceutical Firm AstraZeneca

By Laura Stotler

The software-as-a-service (SaaS) delivery model is paying off for U.K.-based biopharmaceutical company AstraZeneca. The organization is using ServiceNow’s SaaS IT service management solution to stay on top of IT service delivery to its enterprise users throughout the world.

In addition to managing IT service delivery, AstraZeneca is using the ServiceNow IT Service Automation suite for its financial systems along with managing facility operations. The result is an intuitive self-service interface that lets the company keep track of a variety of operations while ServiceNow handles all the back-end heavy lifting. The service was implemented in four months and those systems are now automated and managed efficiently.

The end goal of the new managed system is creating a unified shared IT services experience throughout the company’s global operations. And since the end-user experience has been improved, AstraZeneca expects to realize reduced costs and greater efficiencies among its 51,500 employees and IT partners.

“With ServiceNow, IT has a single system of record to manage requests and resolve issues for employees globally and to drive a self-service model for faster and easier interactions with IT online,” said Dave Smoley, CIO, AstraZeneca. “Automating IT service management processes enables the team to be more flexible and responsive.”

AstaZeneca also built a custom application on the ServiceNow platform to extend its shared services functionality. The app supports finance request management and fulfillment, enabling questions about finance issues to be resolved directly within ServiceNow. This includes invoice statuses, which are all captured managed, processed and resolved within the solution.

The firm has plans to expand ServiceNow even further with the ServiceNow Orchestration solution. The offering will automate application and service provisioning, while the ServiceNow Performance Analytics component provides enhanced reporting functionality. This gives senior management at AstraZeneca access to actionable insights for monitoring and adapting service delivery strategies quickly and efficiently.

MSPToday Contributing Editor

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