Before the implementation of a centralized IT system, a large healthcare organization faced unrelenting IT service requests, increasing costs, and dissatisfied internal customers and patients.
Challenges: A fragmented IT system needs urgent care
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.
Solution: The IT systems go into intensive care with Cofomo
The leadership of the healthcare organization responded to these operational challenges while also keeping the future in their sights. The goal: streamline and automate critical IT processes to enhance service delivery and support patient care.
In a highly competitive tender offer, the organization selected Cofomo for its comprehensive, cross-functional approach to digital transformation, and expert support from strategy to implementation, supported by its Premier Partner status with ServiceNow.
A team of experts operate on the operating systems
Given a project of such technical, organizational, and strategic challenges, Cofomo orchestrated a range of cross-functional expertise — from system integration engineers and database administrators to change and project management experts — to guide the organization through the entire project.
Working in an agile and collaborative approach with the organization’s internal teams, Cofomo implemented two modules from the ServiceNow platform: ITSM (Information Technology Systems Management) and ITOM (Information Technology Operations Management). These modules covered more than 220 items in the service catalogue.
Our multidisciplinary team guided the organization in:
- Designing and implementing processes aligned with the best practices of ITIL (Information Technology Infrastructure Library)
- Rolling out automated asset discovery tools and integrating the information with the existing IT environment to ensure accurate, real-time visibility of all technology assets, including clinical, endpoint, and network devices
- Setting up and maintaining a consolidated CMDB (Configuration Management Database) to register, organize, and keep a thorough record of all IT assets and how they’re linked
“The biggest challenges in a transformation project are often not technical ones. Often, they’re about helping people adapt to new ways of doing and communicating that new way effectively. That’s why our ServiceNow experts are always accompanied by our project and change managers.”
Mehdi Kdioui, Leader for ServiceNow Practice, and
Director of the ServiceNow Centre of Excellence at Cofomo
Outcomes: A promising prognosis for an organization’s future agility
By leveraging the ServiceNow platform and Cofomo’s expertise, the organization benefited from a modern, automated, and scalable IT infrastructure with the following outcomes:
Enhanced centralization
All employees, no matter what their IT sophistication, could now get help from a user-friendly service catalogue.
Reliable, intelligent automation
The automatic asset updates in the CMDB made it the “single source of truth” for incidents, change management, and compliance reporting.
More cost-effective operations
By replacing manual, inconsistent service processes and standardizing them across the organization, processing times and costs decreased.
Improved service quality
Through the deep visibility into their systems granted by integrated performance indicators, the IT team minimized the impact of incidents and accelerated change management.
Better support for clinical operations
The enhanced agility of the IT systems and availability of the team empowered the IT function to better serve patients and the healthcare staff.
Welcoming the future
To take on the future’s inevitably growing demands, the project’s mission included a pillar focused on knowledge transfer from Cofomo to the internal teams. Through this capacity-building, the organization is now entirely self-reliant to sustain its solution long into the future.
Thus, this digital transformation laid the foundation for sustainable efficiency, stronger governance, and greater agility all essential for supporting the key strategic goals of the healthcare organization.
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