Centralizing and modernizing IT services for a large healthcare organization.

Before the project, this major public healthcare organization was facing intense pressure on its IT teams. Service requests were high in volume, handled manually, and managed across multiple silos. With COFOMO’s support and the implementation of ServiceNow, the organization modernized its IT processes to improve the quality of services delivered to clinical and administrative teams.

Context and challenges

Healthcare organizations are facing tough times. While demand for their services keeps climbing, patients accustomed to the speed and convenience of today’s top digital platforms expect faster and better service.  

In this context, our healthcare customer with 15,000 employees faced a host of daily operational challenges. Lacking a centralized IT system, the organization handled more than 120,000 service requests annually— delivered in silos and managed manually.

Consequences of operational challenges:

• Longer response times
• Increased IT managements costs
• Misaligned service offerings for the different departments
• Dissatisfied internal customers
• Demoralized IT staff

As a result, these operational challenges eroded efficiency, leaving the IT team regularly feeling swamped and pressured to put out fires while the backlog of requests grew daily. The ensuing confusion, duplicated efforts, and conflicting solutions sapped the morale of the IT team and bred discontent in a healthcare staff dependent on IT support to take effective care of their patients.