AstraZeneca supports shared services goal with ServiceNow ITSM

AstraZeneca has deployed ServiceNow’s IT service management (ITSM) tools to support delivery of a shared services model within its business.

The UK-based pharmaceutical firm is using the cloud-based ITSM software to create a single record of service issues across its organisation, consolidating its existing ITSM systems onto ServiceNow.

Through the ServiceNow IT Service Automation tools, AstraZeneca claims to have enhanced user experience and improved operational efficiency by automating manual processes and providing self-service capabilities.

AstraZeneca has also deployed ServiceNow Discovery tools as part of a four-month implementation process, and plans to introduce the Orchestration module in future, allowing it to automate application and service provisioning.

In addition, the company intends to add Performance Analytics, allowing senior management to quickly adapt service delivery strategies based on insights gathered through the software.

“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 AstraZeneca CIO, Dave Smoley. “Automating IT service management processes enables the team to be more flexible and responsive.”

AstraZeneca is also using ServiceNow to extend the ITSM model into other areas of its business, building a custom application to support finance request management and fulfillment. This allows questions relating to invoice status and finance issues to be managed and processed within ServiceNow.

The firm also has plans to use the ITSM tool in facilities management.

The SaaS tool is part of a wider strategy to implement public cloud services at AstraZeneca, including the roll-out of Workday cloud HR tools for its 51,500 staff worldwide.

Copyright © 2014 IDG Communications, Inc.

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