Client Story

ServiceNow | Pharmaceutical industry case study

Transforming service management for a global pharmaceutical company

Joe Koester

Joe Koester

Principal, Advisory, Digital Lighthouse, KPMG US

+1 703-286-6633

A leading global pharmaceutical company wanted to improve the way they organized, deployed, and managed IT services worldwide. For almost a decade, they had been using a legacy service management tool that had become highly cumbersome and fragmented, with disconnected processes forming silos across the organization. They wanted to introduce a standardized process model that could be rolled out internationally to create a comprehensive, consistent, and lasting solution. And they wanted this new model to be enabled by a single, market-leading ITSM platform.