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Jazz Pharmaceuticals Selects for On-Demand IT Service Management

Jazz Pharmaceuticals Selects Service‑ for On‑Demand IT Service Management

Jazz Pharmaceuticals company overview

  • Pharmaceutical company focused on unmet, specialty needs in neurology and psychiatry.
  • 375 employees leverage a highly outsourced business model.

Jazz Pharmaceuticals IT service management history

  • Used an email‑based ticketing system supplemented with Spiceworks.
  • Significant use of and experience with on‑demand and SaaS‑based technologies.
  • Ticketing system provided base‑level Sarbanes‑Oxley compliance but lacked efficiency and scalability.

Jazz Pharmaceuticals IT service management highlights

  • Goal to transform IT from a simple help desk to evolved IT service management.
  • Mirroring the company's outsourcing philosophies, IT prefers SaaS.
  • Selected Service‑ native, Web‑based SaaS IT service management for its ease of use.
  • Jazz Pharmaceuticals ITIL‑based processes easily supported by Service‑ including incident, change, and asset management and service catalog.
  • Jazz Pharmaceuticals plans to use Service‑ for facilities management and billable items.

Pharmaceutical industry compliance efforts

  • Service‑ used to streamline tracking and reporting of incidents for Sarbanes‑Oxley compliance.
  • Change management efforts to focus on clinical‑trial applications that require compliance with FDA guidelines (21 CFR Part 11) for change requests.


Samuel Lee, Jazz Pharmaceuticals senior manager of IT operations, said, "Service‑ is like using Google or for IT service management. We are familiar with the inefficiencies of legacy client‑server technologies and are making a concerted effort to use Web‑based, SaaS technologies to align with our company philosophy to do things in the most efficient way possible. I was really impressed by the Service‑ use of AJAX technologies.

"If Service‑ came in a box, I'd say we were able to use it right out of the box. For us, the easier technology is to install, customize and use, the better."

About Service‑

Service‑ is the pioneer of on‑demand IT service management software. Service‑ integrates ITIL v3 processes, software‑as‑a‑service delivery, and Web 2.0 functionality to deliver a flexible, intuitive and self‑managing application. Service‑ was founded by Fred Luddy, former CTO of Peregrine Systems and Remedy. The company is based in Solana Beach, Calif. and has more than 190 customers worldwide. For more information, please visit http://www.service‑

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