Case Study: QIAGEN achieves faster onboarding, 10,000 fewer tickets and 40% more user support with ServiceNow

QIAGEN transforms IT to drive continuous leadership in molecular diagnostics and life sciences

QIAGEN, a global biotech company based in Hilden, Germany that provides “sample to insight” molecular diagnostics and life‑science solutions to over 500,000 customers, needed to modernize IT to keep pace with rapidly growing data and accelerate innovation. The challenge was to move basic IT functions to a cloud‑based, outsourced delivery model while retaining in‑house service management to ensure SLAs, improve cost efficiency, and scale support for a growing user base.

QIAGEN implemented ServiceNow IT Service Management—deploying incident, problem, change, a CMDB, orchestration, and a multilingual self‑service portal—to automate routine tasks and manage its outsourcing partner. The transformation cut roughly 10,000 tickets per year, sped onboarding from weeks to seconds, supported 40% more users with 30% fewer resources, improved facilities visibility and SLA oversight, and freed IT to focus on innovation and business enablement.

Qiagen

Sotirios Siozos

Head of Global IT Workplace