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Service desk process optimisation

AstraZeneca GmbH


At AstraZeneca, ServiceNow was selected as the tool for the IT service management processes and was set as a standard for all sites worldwide. The AstraZeneca site in Germany faced the challenge of adapting the workflows and procedures used so far in the ITSM Tool BMC Remedy to the new situation as quickly as possible. In order to achieve the required maturity level 3, corresponding process definitions and role descriptions have been created, validated and trained. In order to ensure the continuous knowledge transfer, a coaching approach was chosen and the knowledge management was optimised.


Increased efficiency and cost optimisation through standardised ticket processing in the IT service desk.

AstraZeneca is one of the leading research-based pharmaceutical companies in Germany and worldwide. Altogether 57,500 people worldwide work for AstraZeneca. The company is located in London. In Germany, AstraZeneca is based in Wedel, Schleswig-Holstein.

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