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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