This 2024 case study describes how a fast-growing biopharma company operating across the US, China, and Europe replaced an outdated ITSM platform that could not support ITIL-aligned IT and non-IT operations, modern mobility needs, integrations, or automated workflows. Key pain points included manual user onboarding via email and Word documents, low platform adoption, missing capabilities like problem management and an updated CMDB, and limited integration with Microsoft tools such as Teams or chatbot support. Brillio helped migrate to ServiceNow ITSM, consolidating incident, change, request, problem, and knowledge processes on one platform, moving manual forms to workflow-driven, low-code solutions, and instituting change governance (including CAB), training, and security controls. Outcome

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