IBM : Logicalis The customer An international pharmaceutical company with sites in 150 countries outsourced its IT Service Management to IBM. IBM brought in Logicalis SMC to help streamline the ITSM landscape, including with ServiceNow. The challenge Project Manager Piet Hoens of IBM: “They worked with separate configuration, change and change approval tools. That resulted in mismatches, old data and confusion. The goal was to improve efficiency and flexibility in ITSM for the customer at a worldwide level. We’re talking about 70 countries, each with their own tools and processes.” The solution “Logicalis SMC recommended that we use ServiceNow, an innovative ITSM SaaS solution. Incident Management, Change Management, Configuration Management and to some extent Request Management were re

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