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AstraZeneca, an innovation-driven biopharmaceutical business that focuses on the discovery, development and commercialisation of medicines, consolidated its global IT service management capability on ServiceNow. The company has extended the IT service model into critical lines of business including finance with a view toward an extension into facilities. This new capability provides users with an intuitive, consumerised self-service experience. From project kickoff to deployment, this transformation was achieved in four months.
AstraZeneca has identified the opportunity to link service management capability across the company’s IT functions with the goal of creating a unified shared services organisation. ServiceNow enables the company to standardise IT service delivery globally and automate manual processes. Transforming the end user experience will significantly improve the IT organisation’s efficiency and responsiveness while reducing costs. AstraZeneca has introduced new self-service capabilities now available to its 51,500 employees and a number of IT partners built on the ServiceNow IT Service Automation suite.
“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.”
To extend its shared services capabilities, AstraZeneca built a custom application on ServiceNow to support finance request management and fulfillment. Questions relating to finance issues including invoice status are now captured, managed, processed and resolved within ServiceNow.
With ServiceNow Discovery operational, AstraZeneca plans to implement ServiceNow Orchestration to automate application and service provisioning. ServiceNow Performance Analytics and enhanced reporting will provide senior management access to actionable insights to monitor and quickly adapt service delivery strategies.
