Dotsquares implemented ServiceNow for AstraZeneca, unifying IT services, automating workflows, and creating a self-service portal. Custom applications and analytics enhanced efficiency and employee experience, streamlining operations across 51,000 employees globally, positioning AstraZeneca for future-ready digital transformation.
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.
