“Once we got started with ServiceNow, we realized there was so much more we could do with it,” says Sotirios. “We started spreading the word throughout the business, and immediately got our facilities team on board with ServiceNow Facilities Management.”
Theo Baum, Head of Global Application Services for QIAGEN, adds, “ServiceNow gives us a lot of useful functionality out of the box, but it’s also customizable.”
Automation and self-service through ServiceNow increase productivity of QIAGEN employees
Using ServiceNow to automate routine IT functions such as password resets is improving efficiency and reducing costs. Previously, the only option for password resets was a telephone hotline. Once the request was logged, the password reset took five to ten minutes. Now, employees can reset their password in seconds via a self-service portal. Users can also order laptops and smartphones, request access privileges to SharePoint or SAP, install printers, and request software.
“Anything IT-related can be requested in English or German using the self-service system, improving employee productivity,” says Sotirios. “It’s easy for end users, and it’s easy for us to see how our outsourcing provider is performing. With ServiceNow, we’ve reduced the number of tickets by approximately 10,000 per year because with automation and self-service, people can do a lot of things themselves.”
ServiceNow speeds employee onboarding and generates insights that inform decision making
QIAGEN is growing quickly and adding new employees on a regular basis. Previously, it took two to four weeks to create a user account, add a Microsoft Exchange mailbox, and get a new user up and running. With ServiceNow, a new account and mailbox are created in seconds following approval. “That’s a huge time and cost reduction,” notes Sotirios.
With detailed, up-to-date reports on facilities in 25 countries, the business can make more informed decisions about heating, repairs, and cleaning services—reducing global facilities costs. Even office moves are now automated, helping employees relocate and get back to productivity faster. “The business is enthusiastic about the visibility we have with ServiceNow and the reports we’re able to generate,” says Sotirios.
ServiceNow helps QIAGEN increase its market leadership through innovation, while driving down costs
Since deploying ServiceNow, QIAGEN has significantly grown its total user base, adding valuable R&D personnel while transferring approximately 30% of its IT employees to its outsourcing provider with a two-year employment guarantee. With a strong foundation for service management, the company can now:
- Help customers drive breakthroughs in life sciences, pharmaceuticals, and criminology
- Improve employee and R&D productivity with fast access to IT services
- Hold outsourcing partners accountable with visibility into SLAs and metrics
- Continue to drive down IT and facilities costs
“ServiceNow has been key in allowing us to successfully implement an outsourcing service model,” says Theo. “It’s also been dynamic, consistently introducing new features that address our challenges. It’s been a very effective partnership.”
Jonathan Davis, Head of Global IT Operations and Cyber Security, QIAGEN, concludes: “The transformation of the Global IT Operations and Cyber Security organizations to a two-speed business consulting organization requires flexibility in all aspects of IT and business processes. ServiceNow enabled IT Operations and Cyber Security to provide flexible, digitalized processes and enabled a shift-left, shift-down strategy. That’s allowed us to focus on IT’s core competencies of process consulting, optimization, and automation, while driving digitalization throughout the enterprise.”