Improving a ServiceNow Instance for a Leading Pharmaceutical Biotech Company
A leading pharmaceutical biotechnology company was using ServiceNow for their IT Service Management (ITSM) needs and was looking for additional support to leverage the Now Platform for Governance, Risk, and Compliance (GRC) processes. The client had previously had GRC applications implemented into their ServiceNow instance, but the deployment of the applications was no longer usable. Multiple customizations and configurations had resulted in an overly complex solution that was not user-friendly and not adopted by the client’s employees.
Having worked with GlideFast Consulting before, the large pharmaceutical company enlisted the GlideFast team to integrate Risk Management and reconfigure Policy and Compliance Management and Vendor Risk Management applications in their Now Platform. Additionally, the client wanted the applications to tie into their Configuration Management Database (CMDB) and other user-friendly business processes.
The GlideFast Consulting
The GlideFast team jumped right in to develop an effective and user-friendly GRC solution for the client. First, an in-depth review of all the current GRC processes was completed, holding weekly meetings with the company to understand pain points and conduct a thorough gap analysis. From there, GlideFast updated all of the existing GRC application architecture and processes to better reflect the company’s use cases. We conducted patch and upgrade testing to ensure the solution was the correct fit for the client.
GlideFast’s GRC solution remains an ongoing project with the client.
Thus far, the Risk Management application has been rolled out to the client’s Risk Managers, Policy Management has been implemented across the enterprise for policy exception and compliance monitoring, and Vendor Risk Management is being utilized internally with Vendor Managers and externally with IT Vendors.
GlideFast’s ServiceNow experts are currently planning Phase II of this GRC solution. Phase II will include the ServiceNow Paris upgrade, which will require additional testing and development to successfully implement additional GRC enhancements. GlideFast will also provide the client with official GRC Fundamentals training to ensure the implementation is an effective long-term solution for the client.
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