Automating Software License Procurement

A mid-sized life sciences company, faced a critical challenge in its software asset (SW) license procurement process.

Context and Challenge

The manual nature of the system led to inefficiencies, errors, and delays in updating entitlement data in their ServiceNow system. Seeking a robust automation solution, this therapeutics company partnered with USDM to streamline and automate the procurement process.
This case study examines the problem, the implemented solution, and the high-impact outcomes resulting from the automation initiative.

Key Challenges:

The procurement process for software licenses at the therapeutics company was entirely manual. When an SW license was purchased from vendors such as CDW, employees had to manually input license and entitlement data into ServiceNow. This approach was fraught with inefficiencies and prone to human error. The key issues included:

Time-consuming processes: Data entry was slow and required significant human effort.

High error rates: Manual input increased the likelihood of data inconsistencies and inaccuracies.

Compliance risks: Inefficient tracking of licenses posed risks in terms of compliance with software agreements.

Lack of scalability: As the company grew, managing licenses manually became unsustainable.

Project Scope

To address these issues, this therapeutics company engaged USDM for its expertise in ServiceNow automation. The scope of the project included:

Automating SW license procurement: Eliminating the need for manual input.

Bi-directional REST integration: Establishing automated data synchronization between AWS, ServiceNow, and Intune.

Compliance policy verification: Ensuring software entitlement policies were consistently met.

Error tracking and monitoring: Implementing an automated system to handle and report errors efficiently.

The Solution

USDM approached the project with a structured methodology focused on:

System Integration: A secure, bi-directional REST integration was built between ServiceNow and AWS, ensuring real-time data updates.

Automation of Procurement Workflow: The system was configured to automatically update software license records upon purchase.

Error Handling Mechanism: A robust tracking system was embedded to detect and rectify data anomalies.

Regulatory Compliance Measures: Built-in policy verification ensured compliance with licensing agreements.

High-Impact Outcomes

The automation initiative delivered significant improvements:

30% ROI increase: Due to reduced manual labor and improved data accuracy.

Streamlined procurement process: The entire workflow was automated, reducing turnaround time.

Error reduction and compliance assurance: Automated compliance checks minimized non-compliance risks.

Scalability: The new system can accommodate the therapeutics company’s growth without additional administrative burden.

Key Takeaways

The successful automation of the therapeutics company’s software license procurement process has set a precedent for digital transformation within the company. By eliminating manual inefficiencies, ensuring compliance, and improving scalability, the initiative has delivered lasting value. This case exemplifies how process automation can enhance efficiency, accuracy, and compliance in software procurement operations.