• MAXIMIZE SERVICENOW ROI WITH BETTER GOVERNANCE, DATA QUALITY, AND PLATFORM AGILITY

Transform Life Sciences with Validated, AI-Powered ServiceNow Solutions

Unlock the full potential of your ServiceNow platform with USDM Life Sciences. With USDM’s ServiceNow Consulting & Implementation services, customers can establish and roll out a ServiceNow roadmap that will streamline operations and automated processes—with solutions that accelerate timelines and reduce risk.

Established ServiceNow Deployment Approach for Life Sciences
Validated ServiceNow Regulated workflows
Agentic AI & AI-powered Automation
Integrations with Veeva, SAP, ArisG, and more
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• ACCELERATE YOUR DIGITAL JOURNEY FROM IT, TO QUALITY, TO MANUFACTURING

Why USDM is the GoTo Partner for ServiceNow in Life Sciences​

USDM has 25+ years of experience delivering validated digital solutions for life sciences. Whether you’re starting with ServiceNow or scaling enterprise-wide, we ensure every solution is inspection-ready and built to foster innovation. We balance compliance and agility so you can move forward with confidence.
350+ active global MSAs across biopharma
Life sciences–certified ServiceNow experts
Proven Agentic AI & automation frameworks
Ready-to-Deploy Workflow Accelerators
CSA-aligned validation approach and VLM workflow
I’ve collaborated with USDM for many years, and choosing ProcessX to enhance our ServiceNow investment was the right decision.  We recognized the benefits of using ProcessX to automate and modernize our software development lifecycle (SDLC). Since its deployment, we’ve reduced our initial deliverable cycle times by up to 75%, from 70 days to just 17.5 days. USDM has been a reliable partner, helping us accelerate compliance, reduce manual processes, and transition to a more intelligent, AI-enabled quality culture.

Robert Sklenar – Senior Manager, ServiceNow COE 

Abbott 

When it comes to Life Sciences, few know it better than USDM. Their 20+ years of focus in the life sciences industry is an unparalleled differentiator. No one understands our clients like USDM does!

Akhil Rachamadugu – Director, Life Sciences

ServiceNow

• ENSURING SEAMLESS, AUDIT-READY GXP COMPLIANCE

Validated ServiceNow Solutions for Life Sciences

Our solutions span the full spectrum of biopharma operations—optimized for speed, compliance, and ROI.

ITSM & Regulated IT Quality

ServiceNow Products
ITSM, ITOM, ITAM, CMDB, CSDM, ProcessX

Capabilities

Regulatory Applicability workflow segregates Regulated & Non-Regulated Data
Automated IT Incident incorporates AI to auto-triage
IT Change Management following ITIL
Agentic AI Automated Release Management
CMDB & CSDM strategy for service accuracy and efficiency
Controlled User Access & Periodic Review

Results

50% faster approval of Change Requests
On Demand & Controlled Regulated System Inventory
100% traceability across lifecycle activities

Validation Lifecycle Management

ServiceNow Products
ITSM, ProcessX

Capabilities

Integrated workflow links change and validation tasks
Agentic AI automates Release Management
Requirements Risk management enforces Risk based Validation
Traceability from Requirements to Manual and Automated Tests
Streamlined Dry Runs & Execution of Manual and Automated Tests
Integrated with validated Automated Test (ATT) platform
Audit-ready on-demand Validation artifacts

Results

75% faster Release cycles
40% reduction in validation tasks
100% Audit readiness

Third-Party Risk Management​

ServiceNow Products
IRM, SecOps, ProcessX​

Capabilities

Integrated third-party risk scoring with real-time monitoring​
Automated cyber incident triggers based on vendor risk​
Embedded audit, CAPA, and compliance workflows​

Results

Up to 60% faster vendor qualification and onboarding
40% reduction in unresolved security incidents
Real-time risk visibility across regulated supplier networks

GMP Quality Workflows

ServiceNow Products

OT, Asset Management, CDM, ProcessX

Capabilities

Digital GMP workflows (e.g., logbooks, batch records)
No-code form creation for citizen developers
Mobile-enabled asset and equipment traceability
Paperless calibration, environmental monitoring, and holds

Results

70% faster batch release and deviation resolution
45% drop in GMP-related documentation errors
Complete end-to-end visibility across OT operations

Adverse Event Intake

Compliance Command Center

ServiceNow Products

HCLS, CSM, ProcessX

Capabilities

Omnichannel AE and complaint intake (web, email, social, phone)
AI-driven case triage, classification, and prioritization
Communication with patient/provider to complete proper documention of Adverse Event
Integration with common with drug safety systems (Argus, ArisG, Veeva)

Results

3x faster adverse event triage
99% data accuracy via AI/NLP-driven intake
One centralized source for audit-ready AE data
Most companies don’t understand CSDM and the significant ROI possible in reducing costs through enterprise service management. That’s why we are here to help customers get more vaule out of ServiceNow.

John Zhang – ServiceNow Architect and MVP 2023/24/25

USDM  Life Sciences

• EXTEND SERVICENOW TO GXP BUSINESS AREAS

Powered by ProcessX The Engine Behind Validated ServiceNow

ProcessX is USDM’s proprietary GxP-compliant application built on ServiceNow infrastructure. It enables automation of validation, change control, and lifecycle management for ServiceNow and connected systems.

What Makes ProcessX Unique

FDA-compliant validation lifecycle management (CSA-ready)
Automated test execution and traceability matrix generation
GxP workflow segregation (in one instance or stand-alone)
Pre-built validation packs for common systems (Veeva, SAP, CRM)
Audit-ready documentation generated in minutes

• UNMATCHED GXP EXPERTISE AND WHITE GLOVE SERVICE

How We Work Smarter

ServiceNow Transformation, Implementation, and Optimization

Strategy + Roadmap: Digital Blueprint

We begin with a white-glove discovery process that develops your organization’s ServiceNow’s roadmap for next 1 to 3 years. Unlike generalist firms, we align your transformation strategy incorporating Agentic AI and automation with business & compliance value from day one.
ServiceNow consulting tailored for biotech, pharma, and medical device
Blueprints and roadmaps tied to business value that streamline operations & accelerate compliance
Prioritized workflows ranked by business & compliance impact

Result

A roadmap built for global regulatory success—beyond what generic consultants offer.

Accelerated Implementation: Built-In Validation, Zero Rework

Our deployments are fast, fully compliant, and powered by 25+ years of audit-tested experience. We implement CSA-aligned solutions using pre-validated accelerators within ProcessX.

Capabilities

Build your own workflows or leverage OOTB workflows for Change Control, CAPA, AE Intake, and more
Automated testing and documentation via ProcessX VLM
Agentic AI for smart triage, routing, and compliance monitoring
CSA methods that reduce testing time without compromising quality

Result

Validated ServiceNow go-lives in weeks—not months—without gaps or guesswork.

Continuous Optimization: Compliance That Scales With You

We don’t walk away post-launch—we operate as your MSP. USDM manages support tickets, tech upgrades, and platform health while continuously refining compliance, performance, and user experience.
Automated validation and release management with testing for GxP and non-GxP workflows
Full CMDB monitoring with optimized CSDM for greater ROI
24/7 ticketing and ServiceNow upgrades managed by USDM
AI-driven enhancements for predictive compliance and insights

Result

An AI-enabled, audit-ready ServiceNow platform—faster, smarter, and fully managed for life sciences.
• CUTTING VALIDATION TIME BY 70%

Proven Results for Biopharma

Validation cycle times reduced by 70%
Approval cycles dropped from 70 days to under 21—targeting <10 days
Audit responses generated in minutes instead of hours

USDM brings a rare blend of GxP rigor and innovation. The addition of Now Assist puts best‑practice AI at our teams’ fingertips—always with the human checks regulators expect.

Jon Cohen – Head of Life Sciences Industry–Americas, ServiceNow 

Contact us for a brief discovery call

FAQs About ServiceNow HCLS

ServiceNow life sciences solutions become even more powerful when integrated with ProcessX, which adds purpose-built, GxP-ready workflows for regulated industries. This integration enables healthcare and life sciences (HCLS) companies to manage IT requests, quality events, and operational changes within a single, compliant ServiceNow platform, ensuring speed, traceability, and audit readiness from day one.

ProcessX and ServiceNow work together to automate critical compliance functions like computer systems validation (CSV) and IT change control. With built-in templates and AI-enabled decision trees, ProcessX enhances ServiceNow HCLS by reducing manual steps, ensuring consistent documentation, and accelerating approvals—making validation processes scalable, traceable, and audit-ready.

The ServiceNow life sciences partner configuration with ProcessX enables real-time documentation, automated recordkeeping, and integrated approval workflows that simplify regulatory inspections. By combining ProcessX’s GxP content with the robust ServiceNow platform, life sciences teams maintain continuous compliance, complete traceability, and full lifecycle visibility—ideal for staying inspection-ready at all times.

Together, ServiceNow and ProcessX streamline lifecycle management through end-to-end visibility, automation, and integrated compliance tracking. From requirements gathering and validation to release and change control, this combined solution helps life sciences organizations reduce bottlenecks and move faster without compromising GxP compliance or quality standards.

ProcessX adds industry-specific accelerators, such as AI-powered GxP workflows, pre-validated templates, and compliance dashboards that expand the capabilities of the ServiceNow life sciences ecosystem. It enhances automation and audit readiness, giving regulated teams a scalable way to manage validation, quality, and IT services—all within their existing ServiceNow HCLS environment.

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