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ServiceNow | Pharmaceutical industry case study

Transforming service management for a global pharmaceutical company


Leading pharmaceutical company





The challenge

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.

Initially, KPMG was brought in to help with the review and comparison of ITSM platforms. After selecting ServiceNow as the technology provider, the client retained KPMG as an advisor to help them transform their processes and harness the full potential of the platform. Ultimately, we would advise and support the program from end-to-end, laying out a detailed, three-year road map and overseeing its delivery.

The solutions

Adjusting to the scale and pacing of this project demanded all of our experience, flexibility, agility, and leadership. We needed to get business units with specialized and localized ways of working, entrenched over a period of almost 10 years, to start using 1 platform with shared processes. This would involve harmonization of processes across disparate groups, development and configuration of a unifying service management platform, support for data collection, design and delivery of organizational adoption and training programs, as well as a HyperCare model that offered continuous assistance after the solution went live.

Core activities:


Reviewing and analyzing existing processes against KPMG accelerators 


Conducting process harmonization workshops with international stakeholders 


Creating a future-state architecture model, instructions, and training materials 


Coordinating application configuration, testing, and development across all major ITSM modules 


Designing and building over 400 catalog items 


Transcribing information into 30 different languages

Gradual change, long-term benefits

Our years of industry experience, knowledge of the client, and understanding of how different departments function made the difference on this project. It was these advantages that allowed us to unlock the potential of the ServiceNow platform quickly and apply it across the organization. To achieve speed to value, we produced a road map and implementation approach that deployed the platform in stages, with release times based on the client’s various business drivers and priorities. We created a single global model for all core IT Infrastructure Library (ITIL) processes within service management, including streamlined reporting and metrics, and a successful training program to support employees as it was launched.

Over a period of two years and through incremental releases, the client went live with a complete platform. The platform included an end-user portal, service catalog, request fulfillment capability, and management applications—which is now being used by over 4,000 IT employees and over 70,000 end users worldwide.

Dive into our thinking:

Transforming service management for a global pharmaceutical company

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