AstraZeneca rolls out IT self-service in the cloud with ServiceNow

Hands typing on virtual keyboard

AstraZeneca has implemented a cloud-based IT service desk to support the delivery of shared services within the organisation.

The pharma firm has used cloud services from ServiceNow to extend its IT service model in lines of business such as finance and could in the future move this into facilities as well.

The implementation took around four months and involved making the cloud-based IT helpdesk available to its 1,500 employees as well as a number of IT partners.

AstraZeneca said using ServiceNow would help the firm’s existing project to consolidate its IT services into one shared services organisation to serve its subsidiaries worldwide.

It has also implemented ServiceNow’s Discovery service as part of the implementation and plans to roll out ServiceNow Orchestration to automate application and service provisioning. ServiceNow Performance Analytics and enhanced reporting should also enable senior management to access insights to monitor and adapt service delivery strategies.

“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.”

The firm is also building a custom application on ServiceNow to support finance request management and fulfillment. Questions relating to finance, including invoice status, are now captured, managed, processed and resolved within the cloud.

Last month, Drinks firm Diageo, which is behind brands such as Johnnie Walker, Bushmills, Smirnoff, Baileys, Captain Morgan, and Guinness, rolled out ServiceNow’s ITSM management cloud service to help the company overhaul its IT infrastructure and support 30,000 employees in 180 countries.

Rene Millman

Rene Millman is a freelance writer and broadcaster who covers cybersecurity, AI, IoT, and the cloud. He also works as a contributing analyst at GigaOm and has previously worked as an analyst for Gartner covering the infrastructure market. He has made numerous television appearances to give his views and expertise on technology trends and companies that affect and shape our lives. You can follow Rene Millman on Twitter.