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 to improve adoption, enhance automation, and deliver a more intuitive experience across the enterprise.

The Challenge

Although ServiceNow was already in place, it wasn’t realizing its full potential. Some of the key challenges were:

• Basic ticketing tool with unused module licenses
• Weak foundation data
• Low self-service adoption – below 3%
• High AHT, High MTTR
• Email-based access requests and approvals
• No HAM, SAM, CMDB misconfigured
• No structured CSAT measurement
• Manual processing causing delays