AstraZeneca's Digital Transformation With ServiceNow

AstraZeneca, a multinational biopharmaceutical company headquartered in Cambridge, UK, employs over 51,000 professionals globally. Focused on prescription medicine discovery, development, and commercialisation, it operates across research, manufacturing, and supply chain management, requiring scalable digital infrastructure to ensure operational excellence.

AstraZeneca faced issues with fragmented IT services from multiple third-party vendors, causing inconsistencies and inefficiencies. Manual processes were time-consuming and error-prone. Limited self-service options increased IT support dependency, and data silos hindered comprehensive insights, impacting overall operational efficiency.

Dotsquares implemented ServiceNow to address AstraZeneca’s challenges. A unified IT service management platform standardised processes, improving service delivery. A self-service portal empowered employees to resolve issues independently. Automation streamlined routine tasks, and integration with finance and facilities management created a cohesive shared services model. The four-month global rollout included custom applications for finance request management and performance analytics for ongoing improvements.

The ServiceNow implementation boosted productivity by automating routine tasks. The self-service portal enhanced employee satisfaction, while ScreenMeet integration improved remote support. Unified systems and centralised knowledge management streamlined operations, reducing redundancies. AstraZeneca is now positioned for future growth with plans for AI expansion and broader service integration.