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Wellness in Workflow: Implementing ServiceNow ITSM for Healthcare Providers

April 16, 2024 eye-glyph 78
ServiceNow ITSM
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The client is a leading healthcare provider, sought to revolutionize its IT service management to enhance operational efficiency and patient care. The organization offered various healthcare services and needed help with outdated IT systems hampering its service delivery.


Some of the major challenges faced were:

1. Inefficient IT Service Management: The client’s outdated legacy systems for IT service management were constantly causing slow response times and inefficiencies. Their conventional systems were not equipped to meet the demands of modern healthcare IT needs, leading to operational delays that directly impacted patient care.

Data silos formed, creating inconsistency in information storage and access, causing a fragmented IT perspective. Furthermore, the inefficient allocation of resources meant that the IT staff were overwhelmed with manual, routine tasks, leaving little room for strategic or proactive work.

2. Poor Incident and Request Management: The current system struggled to manage incidents and fulfill service requests, causing prolonged downtimes and delayed IT issue responses. The process of handling incidents and requests needed to be standardized and varied across different departments, resulting in inconsistent service quality.

Absence of an efficient incident logging system allowed recurring problems with no accountability for unresolved IT issues.

3. Lack of Integrated IT Operations: The IT infrastructure needed cohesion, as different departments operated on non-communicative systems, resulting in operations inefficiencies and task duplications across systems. A unified IT framework could have helped inter-departmental collaboration, which is crucial for seamless IT support in healthcare.

4. Data Management Issues: The limitations in their IT infrastructure plagued the organization with ineffective data management, causing poor data quality, accessibility issues, and analysis hurdles.

The legacy systems also needed more robust reporting and analytics, impeding the generation of actionable insights and strategic IT planning. Consequently, the organization’s ability to make informed choices about IT investments and improvements was impacted as decision-making remained non-data-driven.


After evaluating their current system and desired objectives, our experts recommended implementing ServiceNow ITSM. This aims to enhance the efficiency of IT processes and support services across various departments and systems. The subsequent section outlines the solutions implemented to address the challenges above:

1. Streamlined IT Service Management: We introduced ServiceNow ITSM as a central hub to handle all IT services, replacing old systems. This upgrade significantly improved the speed of IT operations and response times.

Unified platform made assigning and tracking IT resources easier, making the IT service management process more agile and responsive. This streamlined method made the IT department more productive and positively influenced healthcare services by reducing downtimes and speeding up IT support, making support more accessible.

2. Enhanced Incident and Request Management: ServiceNow automated incident logging and service request fulfillment processes, expediting IT issue resolution. Automated workflows ensured that incidents and requests were promptly logged, assigned, and addressed, reducing the resolution time significantly.

The system also enabled the standardization of incident and request management processes across the organization, leading to consistent and improved service quality. This not only eases the load for IT staff but also enhances the overall user experience for healthcare staff relying on IT services.

3. Integrated IT Operations: We set up a unified IT operations framework using ServiceNow, integrating disparate IT systems across departments for smooth communication and data sharing. This eliminated redundant processes and improved overall efficiency in their IT operations strategy.

The integration enhanced coordination among departments, ensuring more coherent IT support aligned with organizational objectives. The unified platform also improved monitoring and management of IT operations, optimizing resources and delivering IT services more effectively.

4. Improved Data Management and Reporting: ServiceNow’s advanced data tools transformed the
organization’s data approach, enabling structured and accessible data capture, storage, and analysis.

Enhanced reporting capabilities offered comprehensive insights into IT operations, fostering data-driven decision-making. This transformation enabled the healthcare provider to identify trends, pinpoint inefficiencies, and make informed decisions about IT investments. Improved data management and analytics laid a solid foundation for continuous IT services and strategic planning improvement.


● Simplified processes with streamlined tools, enhancing response times and reducing downtimes.

● Automated workflows expedited issue resolution, ensuring standardization and enhancing overall user experience.

● Unified systems facilitated smooth communication, eliminating redundancies and aligning support with organizational goals.

● Leveraged tools for structured data management, enabling insightful decision-making and continuous improvement.


Increased Efficiency in IT Service Delivery


Enhanced User Satisfaction

35% => Improved Data-Driven Decision Making

Improved Data-Driven Decision Making

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