Case Study: Becton Dickinson achieves faster, data-driven workflow optimization with ServiceNow Performance Analytics

Becton Dickinson optimizes workflows with Performance Analytics to better serve healthcare pros

Becton Dickinson (BD), a global medical technology company based in Franklin Lakes, NJ with about 65,000 employees, develops products that advance medical research, diagnostics, and care delivery. While BD had deployed ServiceNow to streamline IT and other workflows, leaders still needed a way to measure how well those processes were performing and to prove the business value of their digital investments.

BD implemented ServiceNow Performance Analytics to provide standardized dashboards, metrics, and indicators for monitoring, controlling, and optimizing processes. The tool let teams compare MTTR across regions, spot anomalies (such as a broken req-to-pay rule), model hypothetical changes, and focus only on exceptions. That visibility cut investigation time, reduced a finance RTP process MTTR from ~31 days to 3–4 days, lowered operational costs and labor, and gave teams faster, data-driven confidence in process improvements.

Becton Dickinson

Stephen Rodgers

Senior Analyst