A global pharma & biotech customer transformed its IT hardware operation across regulated environments.
Delivered with Velocity Smart Collect® running natively inside the customer's ServiceNow platform — before Now Assist or agentic ITSM was in production.
Four customer-confirmed results.
Each measured by the customer against their own pre-Velocity baseline.
A global pharma & biotech enterprise.
A global pharmaceutical and biotech enterprise operating across regulated R&D, manufacturing and corporate functions, with ServiceNow standardised for enterprise IT service management.
Where pharma IT runs into a structural cost ceiling.
Enterprise pharma and biotech IT teams typically face a structural pattern. Hardware requests — laptops, peripherals, equipment swaps, returns — generate a high proportion of all service tickets and consume a meaningful share of engineering team capacity. The cost-per-ticket rises; SLA breaches concentrate on hardware requests; and the regulated-site requirement for full audit trails on every device movement adds compliance complexity at every step.
For a pharma IT organisation, three things matter at once: a measurable reduction in hardware cost-to-serve, a credible AI-readiness narrative for the IT operating model, and a reduction in regulated-site SLA breaches without adding compliance headcount.
Bolting a locker platform onto ServiceNow isn't the same as running one inside it.
API-integrated locker platforms create three recurring problems in regulated pharma environments. The API bridge requires custom development work to track every ServiceNow release. A vendor-side database creates a data-residency question — particularly in GxP-controlled R&D environments. And the audit trail gets split across two systems, which validation teams routinely flag during compliance reviews.
What pharma IT needs is an architectural answer, not just a hardware vendor.
Smart Collect® installed inside the customer's ServiceNow platform. Native by design.
The customer deployed Velocity Smart Collect® as a ServiceNow scoped application — running natively inside the platform. Every locker and vending transaction operated as a first-class ServiceNow record from day one. No external data store. No middleware. No second user directory.
For regulated environments, the architecture mattered. The deployment added no new vendor-data-residency review, because Smart Collect® uses the customer's existing ServiceNow tables directly — CMDB, asset, request, approval. The same RBAC the customer already used for incident and request management was inherited by Smart Collect® automatically. The same audit trail. The same upgrade cycle.
Across the deployment, multiple workflows ran on Smart Collect®: new-starter kit-out, break-fix swap, peripheral fulfilment, loan and return — each one closing a ticket that previously required an engineer dispatch.
The hardware platform is already in place. The AI layer activates on top of it.
As ServiceNow's Now Assist and agentic ITSM mature, the same Smart Collect® workflows that delivered the 500%+ throughput uplift become accessible to AI agents — meaning request-to-collection can run with zero human-in-the-loop. The hardware platform is already in place; the AI layer activates on top of it.
Want to see what Smart Collect® could do for your IT operation?
A 60-minute discovery workshop maps your hardware-request volumes, regulated-site requirements, and ServiceNow architecture — and sizes the throughput uplift available to you.