A global leader in rare disease medicines operating across more than 100 countries struggled with manual ticketing, multiple incident handoffs, and underused self-service. Myridius delivered managed ServiceNow operations across ITSM and HR Service Delivery, cutting effort by 40 percent, accelerating SLA resolution, and establishing proactive monitoring at scale.
Key Outcomes
- 40 percent reduction in operational effort through optimized workflows.
- Accelerated SLA resolution with minimized incident hops.
- Higher end-user satisfaction through proactive monitoring and insights.
Overview
A global leader in rare disease medicines, operating across more than 100 countries, relied on time-intensive manual ticketing, multiple incident handoffs that delayed SLA resolution, and underutilized self-service capabilities. Managing 550 to 650 monthly support tickets across its ServiceNow environment, the organization needed a more efficient, proactive operating model. Myridius delivered a managed services engagement spanning ITSM and HR Service Delivery, combining a dedicated support model, structured governance, and proactive operations. As a result, the organization achieved a 40 percent reduction in operational effort, accelerated SLA resolution through minimized incident hops, and improved end-user satisfaction through precise routing, transparency, and data-driven insights.
Client Context
The client is a global biotechnology leader focused on medicines for rare diseases, operating across more than 100 countries. Its ServiceNow environment underpins both IT service management and HR service delivery for a globally distributed workforce.
Reliable, responsive internal service mattered here because manual ticketing and repeated incident handoffs directly slowed SLA resolution and frustrated employees. What was at stake operationally was workforce productivity and experience, both of which influence the organization's ability to focus on its core mission of developing and delivering rare disease therapies.
The Challenge
The organization struggled with time-intensive manual ticketing, multiple incident handoffs that delayed SLA resolution, and underutilized self-service capabilities. Limited HR portal accessibility and inefficient administrative processes created operational bottlenecks that affected employee experience across a global footprint.
Consider a routine support request. It often passed through several hands before reaching the right resolver, each hop adding delay and eroding SLA performance. Employees who might have self-served instead opened tickets, and HR processes that could have been digital remained manual. Across 550 to 650 monthly tickets, these inefficiencies compounded into a meaningful drag on productivity and satisfaction.
