QIAGEN is a leader in Molecular Diagnostics and Life Sciences. With a successful outsourcing model and service‑oriented processes, they are empowered to sharpen company focus on innovation. Using ServiceNow to automate routine IT functions such as account creation and 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. IT is delivering services to 40% more users with 30% less internal resources and enhancing employee satisfaction.