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

Benefits

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