ServiceNow IT Service Management for Polpharma Biologics

Polpharma Biologics is the biggest Polish biopharmaceutical company developing and manufacturing biosimilars and novel biologics.

The company includes, among others, one of the most modern R&D centers in Europe, specializing in biological drugs, which is located in the Gdańsk Science and Technology Park. In autumn, the company is planning to open the largest in Poland and most modern in Europe biotechnological plant, which is located in Duchnice, near Warsaw.

Together with other companies in the group, Polpharma Biologics offers a fully integrated chain of biotech services, from the development of cell lines to the delivery of finished products.

Polpharma Biologics will produce biosimilar drugs on a commercial scale, providing both its own products and contract manufacturing services to industry partners around the world.

About ServiceNow

ServiceNow is a leading supplier of the ITSM software. The platform offered by ServiceNow supports the management of IT services, business operations, customer service, and employee service processes. ServiceNow gives the possibility to use ready-made applications or choose the platform itself as the environment for creating dedicated applications from scratch.

SPOC’s role in the project

SPOC S.A. provides comprehensive ServiceNow services – implementations, support, and training and has the status of Elite Partner. SPOC S.A. will provide and implement ServiceNow IT Service Management based on the ServiceNow best practices. The project will be run by experts with many years of technological and industry experience. The delivery process started in July 2020, with the platform go-live planned for early 2021.

About the implementation

As a part of the project, Polpharma Biologics will implement ITIL processes – including ITSM (in terms of hardware and software management), Incident Management, Change Management, Order Management, Service Catalog, and Self-service Portal. At the same time, users will receive access to ServiceNow both from desktop and via a mobile application. To improve the implementation and validation of the system, automated tests will be used, which will additionally facilitate the platform’s regression tests in the future.

If your organization operates in the validated environment and you’re interested in the process optimization, reach out.

ServiceNow GRC – leader in IT Risk Management in 2020 Gartner Magic Quadrant

ServiceNow GRC (Governance, Risk, and Compliance) was recognized as a Leader in the latest 2020 Gartner Magic Quadrant* report of IT Risk Management (ITRM) solutions.

Gartner reviewed a number of ITRM solutions for their ability to handle risks following from the changes applied to the management of digital and security, information, business continuity planning, IT and security compliance. The report recognized ServiceNow especially for the solutions for risk assessment and analysis, control assessment, as well as compliance and cybersecurity risk management.

ServiceNow GRC - Leader in 2020 Gartner Magic Quadrant

Magic Quadrant for IT Risk Management tools and how they rank in July 2020.
Source: 2020 Magic Quadrant report for IT Risk Management

ServiceNow GRC – Governance, Risk, and Compliance

ServiceNow Governance, Risk, and Compliance specializes in risk assessment and analysis, control assessment, as well as compliance and cybersecurity risk management. From the Orlando release, the ServiceNow GRC provides a range of risk assessment improvements and supports an increasing number of out-of-the-box risk assessment types and automation of control monitoring.

The GRC suite is already widely applied by organizations that operate in the area of financial services, healthcare, education, life sciences, and government. The decisive aspects for customers who chose ServiceNow are platform functionality, performance, and a roadmap. The platform constitutes a single source of record. Apart from risk management, it offers a wide choice of features, workflows, and processes which may constitute valuable IT-risk data sources for GRC.

ServiceNow GRC solution - functionality map

Source: GRC Product documentation / Orlando release

The other capabilities identified by ServiceNow customers and highly valued by them include sophisticated integrations with third-party tools, digital asset discovery, and near-real-time assessments.

GRC implementation & licensing

Customers most often deploy the platform on the ServiceNow’s infrastructure, however, it doesn’t exclude the possibility to implement on-premises. The platform is available via SaaS, in 2 licensing options: overall employee count or named users. Based on the customer’s subscription complexity and inclusion of other workflows, ServiceNow allows bundling that brings cost optimization.

Learn more

Reach out to us to find out what GRC implementation can bring to your organization.

* Gartner Magic Quadrant research methodology provides a graphical competitive positioning of four types of technology providers in fast-growing markets: Leaders, Visionaries, Niche Players, and Challengers.

Trustworthy data tips & tricks in ServiceNow SAM

Our trustworthy data tips & tricks in ServiceNow SAM allow you and your organization to get valuable information about the software installed. To learn why it’s so important, you can read one of our recent posts where we take a closer look at the trustworthy data in ServiceNow SAM.

While implementing ServiceNow Software Asset Management Professional (SAMP), your first step is to start getting reliable information on the software you installed within your environment and/versus entitlements you possess. This is the most difficult and time-consuming part of SAMP deployment. But if done well, it’s a one-off activity.

Software installation sources
in ServiceNow SAM Professional

There’s a recommendation to use (in parallel) 2 sources of software installation data in ServiceNow SAM Professional. These are:

  1. ServiceNow Discovery – to gather information about the software installed on your servers,
  2. SCCM – to gather information about software installed on your desktops.

To ensure that those 2 sources do not interfere with each other, you have to switch only 1 plugin.

ServiceNow Discovery & File-based Discovery plugin

ServiceNow Discovery and ServiceNow SAMP communicate with each other, requiring (almost) no additional configuration. The tricky part is if you want SAMP to know about the software uninstalled from your servers. ServiceNow Discovery doesn’t track software uninstallation and doesn’t provide any “direct” way to achieve it. Nevertheless, while preparing some workaround, in the majority of cases such functionality can be implemented and brings huge value. At any point in time, you consider only software installed at that very point in time.

Enabling the File-based Discovery plugin enhances ServiceNow Discovery, providing even more accurate and configurable data on the software installed on your servers. The plugin is available from the New York release on.. Although it’s easy to enable it, remember that the plugin activation is not enough. The biggest value of File-based Discovery is that you can easily track any software you like and you can ignore any software you (don’t) like.

Microsoft SCCM integration

The first rule of Microsoft SCCM-ServiceNow SAMP integration is “Have a solid SCCM manager”. SCCM is a complex tool that (among others) independently stores the records of particular software installed on a particular device and particular software uninstalled from a particular device.

Moreover, depending on some SCCM configuration, different SCCM tables store those records (and these tables might change over time). What you need in SAMP, is a delta of those pieces of information, i.e. information about the software currently installed on all devices (software ever installed minus software ever uninstalled). To achieve this, you have to know:

  1. Which SCCM tables to query?
  2. What to query them about?
  3. What timestamp(s) and unique keys to use?

However, in many cases, the ready-made ServiceNow configuration (SQL statements) requires changes as well.


What if I forgot to migrate software installations and refresh processor definition at the beginning of the SAMP implementation?

If you already configured ServiceNow Discovery or SCCM, before you enable SAMP in the ServiceNow instance, the records of software installations are stored in a different ServiceNow table than after SAMP enablement. ServiceNow recommends migrating those records into that new table just after enabling SAMP. We, as ServiceNow consultants, say “It depends”.

In a number of cases, this approach will be good and for sure the fastest. Yet, you have to keep in mind that:

  • By doing so, you’ll end up with information on the software installed at any point in time (since you started using Discovery/SCCM) and such old data might bring more noise than value.
  • In the table from which you are migrating, most probably some records represent installations already uninstalled. As a result, taking them into account during reconciliation will lead to over-licensing.

Instead, you can start over from scratch, carefully configuring Discovery and SCCM. And as for refreshing processor definition, you can run it any time, and most likely it’ll impact less than 10% of your CIs.

I’m still getting multiple software installations of the same software on the same device and information on software installed on the retired/stolen computers.

The second problem is easy to fix, the first one – not. Multiple software installations of the same software (product) on the same device are a serious problem. They cause licenses over-consumption. You can fix it after you:

  1. Install/upgrade to the ServiceNow New York or higher (and just here you have 80% of cases resolved),
  2. Very carefully configure your ServiceNow Discovery,
  3. Very carefully configure your SCCM Integration,
  4. Write quite a lot of code…

To stop getting information about the software installations on the retired or stolen computers, you have to only enable a single Schedule Job. For some reason, disabled by default.

How can I revert the manually normalized discovery model?

In fact – you can’t. When you manually normalize a discovery model (either “really manually” or creating custom Pattern Normalization Rule), you can’t revert it. To enable such functionality, you have to change some values in some OOB records in [sys_dictionary] table. But it’s not recommended. That’s why you should be very careful with manual normalization of discovery models, especially using custom Pattern Normalization Rules which impact multiple discovery models at once.

Data clean-up

By “data clean-up” we mean the removal of all records from the Software Installation [cmdb_sam_sw_install] table and from the Software Discovery Model [cmdb_sam_sw_discovery_model] table. Once you do it, you re-feed only the Software Installation table (with data from ServiceNow Discovery and/or SCCM). The records in the Software Discovery Model table appear automatically on the insert.

ServiceNow does not take a particular stand on that approach, advising neither for nor against it. Our experience proves it’s very handy, especially at the beginning of SAMP implementation, i.e. while configuring trustworthy data. What you have to take special care of here is:

  1. Deleting those records in batches,
  2. Re-feeding the Software Installation table in batches, so that neither you kill the instance nor the source(s).

Though implementation-driven, these are only high-level trustworthy data tips & tricks. For a deep dive into the topic, we provide both SAM training as well as the implementation itself.