Case Study: Actelion Pharmaceuticals achieves global, streamlined IT self-service and faster request fulfillment with ServiceNow

Actelion Pharmaceuticals - Customer Case Study

Actelion Pharmaceuticals, a fast-growing biopharmaceutical company with more than 2,400 employees across 30+ countries, struggled with ad hoc, paper-based IT ordering and inconsistent local processes. New hires and global staff found it difficult to request standard IT assets and access because there was no centralized, user-friendly system and IT fulfillment relied on manual follow-ups.

Actelion implemented ServiceNow Service Catalog (global rollout in about six months) to standardize requests, automate task assignment and capture complete information up front. The catalog now lists 130 items, sped up fulfillment, improved request quality, and supports controlled updates via a Change Catalog Item workflow; Actelion has since expanded ServiceNow to incident and change management and plans further automation and discovery-based CMDB work.

Actelion Pharmaceuticals

Sabine Berger

Service Catalog and Portfolio Manager