ACL Digital Unified ITSM and Enhanced User Experience for a Global Pharmaceutical Giant
Overview
One of the world’s largest pharmaceutical companies, with a presence in 50 countries, sought a more unified approach to IT service management (ITSM) processes. With operations supported by four global R&D centers, the organization aimed to streamline its service desk management, improve operational visibility, and enhance user experience across various service channels. The company partnered with ACL Digital to establish a unified Service Desk leveraging ServiceNow, focusing on cost optimization, operational transparency, and internal process consolidation.
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Challenges
Rapid Transition
ACL Digital successfully transitioned from the incumbent vendor within a tight 4–6-week timeframe
ServiceNow Integration and Administration
ACL Digital took over the administration and support of critical ServiceNow modules, including ITSM, ITOM, ITAM, and CMDB, from the existing vendor
Business Workflow Implementation
ACL Digital managed the in-flight integration projects and implemented essential business workflows for smooth Service Desk operations
Solution
ACL Digital’s agile solutions and deep expertise in ServiceNow ITSM and service management positioned it as the ideal partner for this complex transformation. Through seamless integration and transparent processes, ACL Digital enabled the client to achieve substantial business value, setting the foundation for long-term operational success and client satisfaction.
- Bug Identification and Process Enhancement: ACL Digital collaborated with internal Service Management and ServiceNow support teams to identify and resolve bugs, ensuring seamless ITSM functionality.
- Recommendations for Continual Service Improvement (CSI)
- Deployed ServiceNow Performance and Analytics for in-depth performance tracking.
- Advanced capabilities of the Virtual Agent to handle more complex tasks, easing support.
- Mapped Configuration Items (CI) to enhance data accuracy.
- Improved form usability and optimized ServiceNow Knowledge Management for better knowledge retention through KMDB linking.
- Created an On-Call Module for efficient rostering and shift availability management.
- Centralized Service Support: Consolidated all English-language services into a centralized location, optimizing support operations for life sciences users across platforms.
- Transparent Operating Model: Established a transparent operating framework that provides factual data to monitor performance, ensuring client satisfaction and clarity in service delivery.
Outcomes
Cost Optimization
By shifting access management from L2 to L1.5, ACL Digital reduced operational costs significantly
Enhanced Efficiency
The internal consolidation of Service Desk operations streamlined workflows and increased efficiency
Improved User Experience
ACL Digital’s enhancements in ServiceNow provided consistent user experience and enabled superior knowledge management
Operational Transparency
ACL Digital’s approach provided the client with robust insights and visibility into service desk performance, facilitating data-driven decision-making
