By Chris Pope - 2014-08-05
About 100 years ago shopping meant handing your grocery list to a store employee to pull your selections off the shelf. Now it means ordering online with a few clicks.
At the core of that transformation is our desire for self-service: getting faster access to fulfill or solve our own requests and questions. This do-it-yourself trend is transforming the way we live and work, becoming a “must have” in most companies.
AstraZeneca, a global biopharmaceutical, is a great example of moving to self-service and a consumer-like experience to empower employees to get the help they need faster than ever.
As we announced today, not only is AstraZeneca using ServiceNow to consolidate its global IT service management capability, it is also extending this service model into other important parts of the business such as finance, and soon, facilities.
AstraZeneca’s more than 50,000 employees can enjoy a consumer-like experience, where requesting a service is as quick and easy as buying a new book from Amazon. Best of all, from project kickoff to deployment, the transformation was achieved in only four months.
AstraZeneca’s CIO Dave Smoley said with ServiceNow his IT team can drive a self-service model for faster and easier interactions with IT online which, “…enables the team to be more flexible and responsive,” confirmed Smoley.
We’re seeing a larger global trend towards consumerization and self-service to free employees across a number of departments from repetitive tasks that add little value.
Some examples of companies that are successfully incorporating this consumerization approach include: