Case Study|Service Management & Process Improvement


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Strategy and Technology to Bridge Business Services Across the Globe

Bringing continuity to the Novartis collective.

Novartis was created in 1996 through a merger of Ciba-Geigy and Sandoz. Novartis and its predecessor companies trace roots back more than 250 years, with a rich history of developing innovative products. These companies share a common trait which lives on at Novartis: a passion for developing and marketing new products that contribute to human progress through advances in science and health.

Although their mission is strong, with so many disparate businesses operating as service lines within Novartis, they needed a way to ensure continuity across the organization. Today, Novartis focuses its innovation prowess on addressing unmet needs of patients worldwide. Veracity helped Novartis discover where they could improve their user experience and their bottom line.

We Conducted Workshops to Get an In-Depth Analysis of Novartis User Personas and Their Journey.

We initiated a discovery project with ServiceNow and other partner companies in Basel, Switzerland for 4 weeks. We assisted 30 consultants conduct 36 workshops covering every product module of ServiceNow including analysis, story creation mapping and defining the Novartis global business process.

Veracity staffed a solutions architect, technical consultant and two engagement managers. Of the workshops that took place, Veracity owned all of the activities related to the integrations work stream. Through each session we were closer to reaching a streamlined integration solution, discovering insights to help us merge fragments of Novartis services. We designed a ServiceNow solution that would simplify processes and connect diverse areas of Novartis.


After successfully facilitating all implementation workshops, we were able to administer ServiceNow into the Novartis process. By configuring the user story application to meet Novartis’s needs, we captured data and real-time reporting of progress within the system. With this information, we authored a user guide for the 100+ end users participating in the creation and validation of 1000+ user stories. With this new data and efficient way to explore users powered by ServiceNow, Novartis can manage their process across a global spectrum.