USDM successfully automated provisioning for a mid-sized therapeutics company, achieving efficiency, cost savings, and scalability through a secure AWS and ServiceNow integration.
The Challenge
A mid-sized therapeutics company needed an automated provisioning process for AWS Workspaces and virtual servers, triggered through ServiceNow user requests. Their internal capabilities lacked streamlined auto-provisioning, prompting them to seek USDM's high-level ServiceNow integration skills.
The project carried three core requirements:
- REST integration between AWS Cloud and ServiceNow with secure transactions (OAuth).
- Automation of provisioning processes to improve efficiency.
- Error handling and monitoring to track and resolve issues dynamically.
Several obstacles had to be solved along the way. Ensuring secure transactions between AWS and ServiceNow was a priority, making cybersecurity central to the design. Establishing a bi-directional connection between the two platforms required deep expertise in both AWS and ServiceNow, and adapting internal workflows to new automation processes meant staff training and change management.
USDM's Approach & Solution
USDM delivered a bi-directional REST integration between AWS and ServiceNow, allowing for secure, automated transactions. Because provisioning in a life sciences environment must stay auditable and controlled, USDM aligned the build with data integrity principles and a continuous compliance mindset. Key implementation steps included:
Building a secure integration
- Ensured OAuth-based secure transactions between AWS and ServiceNow.
- Established data exchange protocols for provisioning requests, with secure handling of the connection between platforms reinforced by third-party risk management best practices.
Automating provisioning requests
- ServiceNow now automatically triggers AWS provisioning upon user request.
- Virtual servers and Workspaces are provisioned without manual intervention.
Error tracking and monitoring
- Implemented automated error detection and logging.
- Enabled real-time issue resolution, reducing downtime.
Results & Business Impact
- 20% ROI: Achieved due to reduced manual intervention and automation.
- Improved workflow efficiency: Provisioning tickets are now processed seamlessly, reducing turnaround time.
- Scalability: The solution enables future growth without additional manual provisioning.
By automating a previously manual, error-prone process, USDM gave the therapeutics company a secure, repeatable provisioning engine that scales with demand while keeping cloud operations efficient and controlled. The result is a faster, cost-saving workflow that delivers measurable ROI and a foundation for continued growth.