Case Studies

Event-Based Process Automation Using ServiceNow

Event-based process automation in ServiceNow initiates workflows and business processes in response to real-time events, minimizing manual intervention and enhancing efficiency. The solution captures system or user-generated events to trigger automated actions such as notifications, escalations, or task assignments. Configurable business rules, workflows, and Flow Designer enable the seamless execution of IT and business operations. Integration with monitoring tools and external applications strengthens proactive issue resolution. Below are examples of event-based automation in GMP processes within the life sciences industry.

Technology

• ServiceNow FSM Module

• ServiceNow Integration Hub

Background

Good Manufacturing Practices (GMP) are regulations enforced by the Food and Drug Administration (FDA) and the World Health Organization (WHO) to ensure the quality, safety, and efficacy of pharmaceutical products. The GMP compliance process involves multiple stages, from raw material procurement to final product distribution, ensuring consistent quality control throughout.

Key Components of the Solution

• Events: An event refers to an occurrence within ServiceNow, such as an incident update, system alert, or user action.

• Event Generation: Events can be generated through business rules, workflows, scheduled jobs, or integrations with external applications.

• Event Processing: ServiceNow processes events using event rules and actions, either synchronously or asynchronously.

• Application Design: Events can initiate workflows to automate tasks, approvals, and notifications.

• Integration with External Applications: Events can be leveraged to integrate with external systems or monitoring tools.

Below is an example from the pharmaceutical and life sciences industries where ServiceNow facilitates automated, event-driven GMP compliance processes.

Requirement: Real-Time Preventive Maintenance of Equipment

As per GMP guidelines, certain equipment used in drug analysis requires scheduled calibration.

Event-Based Process Automation

• Event: Detect an upcoming calibration due date from the asset database using the ServiceNow ITOM module.

• Event Generation: Automatically create a calibration Work Order (WO) request using the ServiceNow Field Service Management (FSM) module.

• Event Processing: Assign the WO to an available technician based on location, equipment type, and skill set for calibration. The technician uploads all digital calibration reports in ServiceNow after completion. This ensures compliance with GMP documentation requirements. ServiceNow captures and stores calibration history and approval details for regulatory audits.

• Application Design: Configure business rules, workflows, work order generation, notifications, and escalations by designing and implementing the application with the appropriate solution.

• Integration with External Applications: Integrate with monitoring tools and tracking devices as needed to enhance solution optimization.

ServiceNow’s event-driven approach strengthens GMP compliance by automating key processes, ensuring real-time monitoring, and reducing regulatory risks. Organizations can leverage ServiceNow’s FSM and Compliance modules to achieve seamless GMP adherence and operational efficiency.