Swixx BioPharma is one of the fastest-growing commercialization partners for biopharmaceutical companies, operating across more than 45 countries in Central & Eastern Europe and Latin America. With a mission to expand access to innovative medicines, the company serves as a trusted partner of global pharmaceutical companies, choosing an indirect operating model in selected markets. As Swixx BioPharma continued to scale, the need for a robust and unified digital platform to support internal IT operations and service delivery became one of the needed advancements.
Unlocking the Opportunity
Swixx BioPharma recognized that improving its internal IT service management capabilities could unlock significant value. Their vision was to enhance automation and centralization of internal IT support processes, enabling a transparent and digitally connected experience. This meant ensuring that:
- End users could submit, track, and communicate on their IT service requests from a single interface.
- IT fulfillers had visibility into workloads and task priorities in real time.
- Performance metrics and SLA compliance were measured and actionable.
- The digital experience was seamless across desktop and mobile platforms.
- The service catalog, based on CSDM, provided a clear and structured view of business services and service offerings, enabling clear request handling.
A Strategic Solution
ITCE implemented a tailored ServiceNow platform designed to support every layer of Swixx BioPharma’s IT service operations. For end users, the Employee Service Center provided a desktop portal to submit and track requests, while the Now Mobile app also allowed them to submit and manage incidents and service requests from anywhere, with real-time push notifications.
On the backend, IT fulfillers gained access to the ServiceNow Agent application and the Service Operations Workspace – a centralized hub where they could handle multiple records simultaneously, track SLA deadlines, and communicate directly with requesters. This workspace also included team and individual reporting dashboards to support performance management.
Key integrations were established with HR Workday for dynamic user attribute mapping and with Azure Active Directory for automated provisioning of users, groups, and memberships. To accommodate Swixx BioPharma’s international teams, SLAs were configured with dynamic schedules based on users’ time zones.
Results that Matter
In 2025, the platform officially went live, and the ITCE team joined Swixx BioPharma in Zagreb to celebrate the milestone. The new ServiceNow environment brought immediate improvements in transparency, responsiveness, and efficiency. IT Teams are now equipped to prioritize their work with clarity, and end users enjoy a connected experience that keeps them informed at every step.
Beyond the technology, what set this partnership apart was the joint commitment to empowerment. ITCE delivered practitioner ServiceNow workshops to ensure Swixx BioPharma employees could make the most of their new tools. This training was key to embedding the transformation into daily operations not just as a system upgrade, but as a shift in mindset.
A Partnership Built on Trust
From initial discovery to implementation and enablement, the collaboration between ITCE and Swixx BioPharma was grounded in mutual trust and dedication.
Anna Velickovic, Change Management Coordinator at Swixx BioPharma, shared her experience on one of the practitioner ServiceNow workshops we delivered after the successful implementation.
” I had the opportunity to attend the Problem and Change Management training in Zagreb, together with Diana and Mariela. Their sessions were excellent -clear, precise, and supported with practical examples. Beyond their expertise, they were also very pleasant and dedicated trainers. Although I have previously worked in ServiceNow as a Change Management coordinator, this training was especially valuable in helping me strengthen my understanding of the CM process. It provided a better foundation and a broader view of the coordinator’s role. The training was useful, practical, and well organized. I would especially recommend it because of the way the process was presented as simple and easy to apply in practice, and how to manage changes efficiently. “
This feedback showcases the added value of combining platform delivery with targeted enablement where teams adopt the new platform tools while becoming confident practitioners of the processes they support.
The result is not just a successful go-live, but a strong foundation for future growth and innovation powered by technology and people, together.
