ServiceNow Case Study

AQL helped a pharmaceutical organization with their ServiceNow implementation journey.

AQL helped a pharmaceutical organization with their ServiceNow implementation journey

The Company

The client is one of the leading pharmaceutical companies in the U.S. They develop and manufacture biosimilar drugs with a production capacity of over 5000 bioreactors. They are currently working on an innovation drug and have five molecules in their portfolio of biosimilar drugs.  

The Challenge

The client needed a stable ITSM tool that adhered to strict pharmaceutical regulations. They were looking for a ServiceNow partner experienced in ITSM, who would make their ServiceNow ITSM implementation journey smoother. 

These are the challenges involved in the implementation process: 

  • Lack of technical expertise in implementing the ServiceNow platform 
  • The changes introduced to the IT system must follow a specific validation process  
The Solution

To overcome the above-mentioned challenges, they needed a partner with experience & expertise in ServiceNow. AQL’s is a ServiceNow Premier Partner, and our team of certified ServiceNow experts made the right choices for the client to overcome these challenges. We began the process by preparing a user requirements specification document to initiate the design and delivery phase. This phase has led to the discovery of tests, requirements, and documents 

Implementation process

AQL designed an implementation roadmap that defines the work scope for the ServiceNow ITSM module. Major solutions offered are setting up Incident management, Problem management, Service requests, and post-incident reviews. Our team customized the applications based on the client’s requirements, automated the ITSM workflows, integrated all the help desk related tasks to enable service access 

Testing & Validation process

Our team used the ServiceNow PPM tool to support the creation of documents used in the validation process (FS, CS, DS). It also provided input to the traceability matrix (RTM) and generated evidence in the testing process. After the validation process is complete, the ServiceNow ATF tool conducts regression testing to support platform upgrades, new ITSM module implementations, and the creation of business applications based on ServiceNow. 


As their process owners, practitioners, and end-users are using the ServiceNow ITSM platform for the first time. Our team provided client resources and end-users with platform training to avoid any hiccups in shifting and adapting to the ServiceNow platform.  

The Results

The project has been successfully completed, and the client is currently working with the ServiceNow platform and planning to make further developments in the future. AQL’s ServiceNow implementation has provided them with the following results: 

  • 70% reduction in backtracking and resolution time.  
  • 50% reduction in costs with better output.  
  • 80% improvement in the performance of their resources.  
  • 90% increase in end-user satisfaction.  

“We needed an experienced ServiceNow partner to assist us with ServiceNow ITSM implementation. AQL has helped us to implement the ITSM module within a brief period while adhering to the strict pharmaceutical regulations.”  

Director, IT Department