Service Now Implementation for A Leading Healthcare Company
About Client
A premium healthcare facility based in Europe provides various medical services with a network of hospitals, clinics, and outpatient services. This largest healthcare provider serves lakhs of patients across multiple locations every day.
Problem Statement
The Europe-based healthcare facility faced major challenges in service management and operations resulting in poor patient care and efficiency. The company approached Aegis to resolve the persisting problems and they said:
- Our organization uses multiple, fragmented ITSMs to handle incidents, requests, and changes across various departments giving poor visibility to track and resolve issues.
- We are experiencing slow resolution times for IT incidents due to manual workflows and inconsistent prioritization of tickets.
- We manage assets manually and it is leading to difficulties tracking medical devices, and IT assets across departments and locations.
- We are having a tough time maintaining accurate documentation, managing audits, and ensuring compliance across departments.
- There is a delay in administrative tasks due to manual processes and lack of communication leading to poor patient experience and employee satisfaction.”
Solutions We Offered
Aegis team proposed to implement the Service Now platform to address the client challenges with the aim of:
- Automating workflows and standardizing service delivery across departments and locations.
- Reduce downtime and improve response time improving service requests and asset management visibility.
- Faster issue resolution and medical equipment performance optimization to enhance patient care.
- Automated documentation and reporting in compliance with healthcare regulations.
Tech Stack Used
- ServiceNow Platform implementation.
- ITSM Modules: Incident Management, Change Management, Request Management
- Asset Management: Asset Management, Configuration Management Database
- FSM: preventive maintenance and facilities service tracking
- HRSD: employee onboarding, equipment requests, and HR service management
- GRC
- Virtual Agent
- Service Portal & Mobile App
- Performance Analytics
- REST API and Integration Hub
- IoT Integration
- MFA
- RBAC
- GDPR and HIPAA Compliance
Phases Of Solution
- Deployed ServiceNow’s Incident Management, Change Management, and Request Management modules.
- Integrated An intelligent chatbot was integrated into the ServiceNow platform to automatically resolve common issues.
- Integrated The Asset Management module with the implementation of Configuration Management Database.
- Medical equipment was tagged with RFID and barcodes.
- ServiceNow was used to automate the tracking of asset usage, maintenance schedules, and warranty periods.
- Implemented The Facilities Service Management and Preventive maintenance schedules were set up.
- Deployed ServiceNow’s HR Service Delivery module.
- Customized The Service Catalog.
- Used ServiceNow’s Governance, Risk, and Compliance module and created A custom Patient Service Portal.
- Closely monitored the platform after deployment and scheduled regular reviews with key stakeholders.
- Training was conducted for both IT staff and end users and we established the help desk.
- We configured the system to integrate new technologies and third-party systems for future upgrades.
- Established the feedback loop on service request handling.
Results
Service Now platform implementation has fulfilled the goals we set. The cloud platform allowed the client to easily scale operations as they continued to grow.
- 30% decrease in IT incident resolution time.
- 25% reduction in equipment downtime.
- Higher patient satisfaction and fewer delays in receiving patient care.
- It was easy for the company to comply with regulatory requirements.
Conclusions
Aegis has successfully implemented a service now platform enabling healthcare companies to simplify their operations, improve service delivery, and ensure compliance with healthcare regulations. The platform brought the departments together in a unified platform improving communication across departments and locations and improving efficiency and patient care.
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