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Achieving Peak Operational Excellence: How LMTEQ’s ServiceNow Implementation Transformed Healthcare Operations for a Healthcare Provider

$350,000

Achieved in Annual Savings

40%

Reduced incident resolution times

10

Hours saved per week

Client Overview

The client, a leading healthcare provider in North America, faced considerable operational inefficiencies as their rapid growth strained existing systems and workflows.

Manual processes dominated their service request and change management systems, leading to delays, lack of visibility, and escalating costs. This disjointed approach, including reliance on emails, spreadsheets, and manual reports, could not support their increasing service requests, incidents, and demand management needs.

The LMTEQ ServiceNow team stepped in to establish a streamlined, automated, and centralized solution by implementing ServiceNow for healthcare that addressed these growing complexities and helped our client achieve peak operational excellence.

Technical Challenges and Pain Points

At the start of the project and requirement gathering stage, our team learned the following challenges faced by the client:

Manual Tracking Processes

Fragmented tools lacked synchronization, making it difficult to maintain data accuracy or implement automation.

Inefficient Incident and Change Management

Prolonged resolution times and lack of proactive measures hindered the organization’s ability to deliver uninterrupted clinical applications.

Scattered Data Sources

The absence of a unified database increased the time required to retrieve actionable information.

Security Vulnerabilities

Slow response times to security incidents left systems exposed to potential breaches.

Downtime and Poor Reporting

Frequent downtime and limited access to real-time analytics negatively affected decision-making and overall productivity.

Regulatory Compliance Risks

Gaps in third-party risk assessments exposed the organization to compliance challenges.

Overcoming Challenges

Our ServiceNow team implemented tailored ServiceNow solutions to create a single platform that unified all operational and service management workflows. Below are the detailed components and their respective roles:

✦ ServiceNow ITOM (IT Operations Management) :-

Enabled seamless automatic discovery of IT assets and operational data.
Automated event correlation to identify anomalies and prevent incidents before they escalate.
Improved root cause analysis through data correlation, reducing incident resolution times.

✦ ServiceNow CMDB (Configuration Management Database) :-

Established a single source of truth by populating CMDB with data from ITOM.
Enabled better visualization and tracking of critical Configuration Items (CIs).
Supported effective change management by ensuring changes did not disrupt services.

✦ Custom Integrations :-

Integrated disparate customer service systems into the ServiceNow platform.
Leveraged custom APIs to ensure smooth data flow between ServiceNow and third-party applications.
Implemented custom dashboards for monitoring metrics such as CMDB health, SLA performance, and incident trends.

✦ ServiceNow ITSM :-

Unified service and operational teams to establish streamlined service request workflows.
Configured SLA tracking mechanisms for priority incidents (P1 and P2).
Automated escalations and reminders for unresolved tasks, ensuring SLA adherence.

✦ ServiceNow SecOps (Security Operations) :-

Implemented robust vulnerability scanning to identify and patch security issues proactively.
Accelerated incident response time by automating workflows and integrating with existing security tools.
Delivered insights into threat patterns, facilitating preventive measures.

✦ Third-Party Risk Management & Regulation Compliance :-

Conducted comprehensive assessments to identify compliance gaps.
Automated reporting mechanisms to ensure regulatory adherence and maintain HITRUST, ISO/IEC 27001, PCI DSS, and HIPAA regulations.

Key Technical Contributions

✦ Custom Dashboards :- – Designed and deployed interactive dashboards for near real-time monitoring of CMDB health, incident management metrics, and SLA compliance.

✦ Data Migration and Cleanup :- – Migrated existing data to ServiceNow CMDB while eliminating redundancies to maintain accuracy and relevance.

✦ Workflow Automation :- – Automated repetitive and time-sensitive tasks, reducing manual errors and freeing up resources by leveraging Robotic Process Automation (RPA).

✦ Security Incident Reporting :- – Enhanced visibility into potential threats using integrated security and vulnerability tools.

Our Client Testimonials

Business and Technical Outcomes

✦ Cost Savings :- – Achieved $350,000 in annual savings by eliminating redundant processes, and integrating with existing IT infrastructure, thereby reducing unwanted applications and licensing and ultimately improving efficiency.

✦ Operational Efficiency :- – Reduced incident resolution times by 40%, cutting downtime and ensuring uninterrupted application availability.

✦ Time Savings :- – Reclaimed 10 hours per week through workflow automation.

✦ Compliance and Security :- – Strengthened compliance posture with regular third-party risk assessments and faster security incident responses.

5. Scalable Platform :- – Provided a robust, scalable foundation for managing increased service request volumes.

Our ServiceNow team delivered a forward-thinking, cohesive solution that not only addressed existing challenges but also equipped the client for sustained growth and innovation in healthcare services delivery.

Ready to achieve operational excellence?

As a ServiceNow official Build, Consulting, and Implementation partner, our team is fully equipped and certified to carry out the custom ServiceNow implementation for Healthcare and configuration and assist you in achieving your business goals in a short time.