AstraZeneca rolls out IT self service using ServiceNow

Pharmaceutical company AstraZeneca has rolled out ServiceNow self service IT to 51,500 staff globally in four months

Pharmaceutical company AstraZeneca has rolled out ServiceNow self service IT to 51,500 staff globally in four months.

ServiceNow is being used to support the company's unified shared services organisation, which is used for service delivery globally and to automate manual processes, covering IT and other back-office functions.

Dave Smoley, CIO of AstraZeneca, said transforming the user experience would significantly improve the IT organisation’s efficiency and responsiveness while reducing costs. 

"Automating IT service management processes enables the team to be more flexible and responsive," said Smoley.

According to Smoley, ServiceNow provides IT with a single system of record to manage requests and resolve issues for employees globally. He said this allows the IT department to drive a self-service model for faster and easier interactions with IT online.

To extend its shared services capabilities, AstraZeneca built a custom application on ServiceNow to support finance request management and fulfilment. Questions relating to finance issues, including invoice status, are now captured, managed, processed and resolved within ServiceNow.

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The company has deployed ServiceNow Discovery to automate application and service provisioning. ServiceNow Performance Analytics is being used to provide senior management with access to reports, allowing the management team to monitor and adapt service delivery strategies.

Organisations are increasingly applying IT services best practices to other areas of the business. Beverages company Diageo recently implemented ServiceNow HR Case Management Application as a portal to its global HR support organisation and a management tool for queries from its worldwide employee base.

Last year CERN, the home of the Large Hadron Collider used IT service management for facilities management. CERN used ISO 20000 and ITIL v3 best practices to build a generic issue-tracking system that powered it facilities management service catalogue based on ServiceNow.

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