Story
UiPath
IQVIAIQVIA Runs IT Service Management with UiPath
IQVIA, a health care organization in the United States, uses Process Mining from UiPath to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through Process Mining |
Story
IQVIA grew IT service requests faster than the local tools around it. From the United States, health care teams still had to serve customers and internal partners who expected a straight answer. IT and employees were the ones stitching the picture together by hand.
Rolling out Process Mining put IT service management on UiPath. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. IQVIA keeps the product in the path where work already happens, so IT and employees do not context-switch into a graveyard system used only for audits.
The visible result is steadier IT service management. IT service requests is easier to inspect, and adjacent groups can join IT and employees without a guided tour of someone's desktop.
