Service desk process optimisation

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.

Project

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.

Result

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

Do you have any questions?

+49 231 7000-7000

There is no website or brochure which can replace a personal meeting to talk about your goals and topics. We are looking forward to an appointment on site.

Save this page. Remove this page.

C71.898,22.5,97.219,25.136,96.279,52.11z"/>