From Functional To Future-Ready Driving ServiceNow Modernization in Healthcare

The Client

For more than 170 years, a leading U.S. healthcare provider has been a cornerstone of care in its region. With affiliations to broader health systems, it continues its mission of advancing patient outcomes while modernizing operations to meet the evolving needs of both staff and patients. Recognizing technology as a critical enabler, the organization set its sights on transforming IT service management (ITSM) through ServiceNow—aiming to improve adoption, enhance automation, and deliver a more intuitive experience across the enterprise.

The Customer

Although ServiceNow was already in place, it wasn’t realizing its full potential. Foundational data was riddled with duplication, undermining reporting accuracy and slowing decision-making. Service channels were underutilized, leaving recurring issues to accumulate without the benefit of automation or intelligent routing. The self-service portal lacked accessibility and user-friendliness, discouraging adoption, while the knowledge base was fragmented and outdated—failing to provide employees with the answers they needed.