Real-World Support Operations at Quintiles

Robert Craft, Quintiles

Room : Starvine 6 and 7

Subject : Implementation

Breakout : Leadership

Learn how a global organization implemented ServiceNow as the key platform to provide enterprise operational support for over 25,000 users in 60 countries. Leveraging the power of ServiceNow's core ITIL modules, Quintiles integrated ServiceNow with monitoring, SMS notification, Help Desk Institute (HDI) surveys, and developed custom modules to deliver a comprehensive support solution. See how the company's service desk, support teams, facilities, and Quintiles' ISO 20000-certified Global Service Operations Center operate with ServiceNow and other integrated tools and standard processes to resolve real-world support challenges. Investigate beyond the technology to understand how ServiceNow enabled the famed "People, Process, and Technology" to connect and meet Quintiles' support needs. Follow the operational process from the first application performance degradation event, to incident management and beyond in order to understand how ServiceNow can connect an IT organization in the real world.