Service Delivery Optimization for a Major Healthcare Customer

Customer Profile

One of the nation’s largest health service organizations recognized for their use of electronic health records and the development of innovative care delivery models.

Business Challenge

The customer was using a fully customized Remedy application for over 20 years. Product was out of support and had to live with meagre support and outdated integration capabilities.

Scope of Services

Migrated existing applications including Service Catalogue, Incident, Problem, Change, Knowledge, CMDB, Discovery and Event Management from on-prem remedy to robust ServiceNow cloud platform.

Solution Highlight

Customer wanted to align the implementation to out of the box (OOB) features so that applications are scalable, maintainable, and engage in-house business users to build no-code or low-code applications. Followed the ServiceNow recommended prescriptive implementation methodology. Existing process and procedures were tailored to suit the OOB features of ServiceNow applications.

Customer Benefits

Unified platform across the organization, OOB Integration Hub spokes made critical integrations deployment. NowMobile application enabled a quick adoption and made the whole migration successful.

Transformation Impact

Platform owners were presented with real-time dashboards which helped them make quick decisions. MTTR improved by ~30%, response times improved by ~25%. Overall customer satisfaction (CSAT) increased by ~50%.