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Streamlining Workplace Services for a Global Biotechnology Leader

Client Overview

Our client, a leading biotechnology company, operates multiple laboratories worldwide. Beyond standard IT services, they faced the challenge of efficiently managing workplace services such as lab access, equipment reservations, and visitor management across various global locations. 

The Challenge

Previously, the company relied on multiple disparate tools to handle workplace services. This fragmented approach caused inefficiencies and confusion among users who struggled to find and request the services they needed. Additionally, many services were integrated with Outlook calendars but lacked a unified management system, requiring manual oversight without any automation. 

Objectives of the Implementation

To enhance efficiency and user experience, the client sought to centralize all workplace services within a single platform. Key objectives included: 

  • Standardizing workplace services across global offices while allowing for localized configurations. 

  • Integrating ServiceNow with Outlook to provide a seamless user experience. 

  • Enabling a user-friendly interface where employees could easily access, request, and manage workplace services without additional support. 

Solution Implemented

Our team implemented ServiceNow’s Workplace Service Delivery module, including advanced reservation and visitor management features. Key integrations and customizations included: 

  • Outlook Add-in Integration: Users could manage reservations directly from both ServiceNow and Outlook, ensuring seamless booking experiences. 

  • Visitor Management Customization: Visitors were categorized based on client policies, such as General Visitor, Technician, Lab Visitor, and Group Visitors. 

  • Custom Work Permit Forms: Forms were tailored based on work type, streamlining approvals for engineers. 

  • Indoor Mapping Integration: The implementation of ServiceNow’s OOTB Indoor Mapping allowed employees to locate rooms, desks, and parking spots effortlessly. 

  • Global Standardization with Local Adaptability: While a standardized setup was maintained across locations, minor adjustments were made to accommodate country-specific service needs. 

Integration with Existing Systems

A critical aspect of the solution was its seamless integration with the company’s existing ecosystem: 

  • Exchange/Outlook: Enabled real-time monitoring of room bookings. 

  • ITSM Integration: Workplace service incidents were linked to the ITSM system, enhancing service tracking and resolution. 

  • HR System Integration: Automated onboarding/offboarding processes related to workplace services. 

Challenges and Solutions 

  1. Indoor Mapping Quality: The original map files needed to be of exceptionally high quality for automated mapping. Our team developed an automation tool to streamline and expedite the manual adjustment process. 

  1. Global Standardization vs. Local Requirements: Balancing standardization with regional needs was a challenge. Through multiple workshops with stakeholders, we identified core functionalities that remained uniform across locations while allowing for minor country-specific customizations. 

Measurable Outcomes The implementation resulted in significant improvements, including: 

  • Faster Service Delivery: Workplace-related service request fulfillment time was drastically reduced. 

  • Fewer User Queries & Incidents: A unified portal minimized confusion, leading to a drop in IT service desk tickets related to workplace services. 

  • Optimized Security & Reception Operations: Enhanced dashboards improved visitor management and access control, saving substantial time for security and reception teams. 

Impact on End-Users and Workflow Employees now have a centralized Employee Service Portal where they can: 

  • Access and request all workplace services seamlessly. 

  • Make room and desk reservations directly from ServiceNow or Outlook. 

  • Submit visitor registration forms efficiently. 

  • Navigate office spaces using an interactive digital map. 

This transformation significantly reduced IT overhead while enhancing overall employee satisfaction. By leveraging ServiceNow’s capabilities, Nelem Solutions successfully delivered a scalable and user-friendly workplace service management solution for the client’s global operations. 

Nelem Solutions – Get more out of ServiceNow! 
At Nelem Solutions, we specialize in optimizing enterprise workflows with tailored ServiceNow implementations. Contact us to explore how we can transform your workplace services today! 

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