Case Study: Kaiser Permanente Washington

Case Study: Kaiser Permanente Washington

Kaiser Permanente finalized its acquisition of Group Health Cooperative. More than 651,000 Group Health members in the state of Washington are now part of Kaiser Permanente’s eighth and newest region in the United States. Kaiser Permanente provides high-quality, affordable health care services.

ServiceNow ITSM Kaiser Permanente

Problem / Opportunity

The company was working with too many disparate systems for IT Service Management, resulting in inefficiencies and ineffective processes. They wanted to centralize data on one system to support process requirements more productively.

Tool Selection

Kaiser Permanente Washington chose to implement a number of applications, services and process improvements using the ServiceNow IT Service Management platform. Their implementation scope included: Incident Management, Problem Management, Change and Release Management, Configuration Management/CMDB, Discovery, Service Catalog, Knowledge Management, as well as a custom HR application and custom security and facilities application.


Milestone ServiceNow team was selected to be the implementation partner. The Milestone ServiceNow team provided Kaiser Permanente Washington with the most complete and thorough implementation plan.  Following a gap analysis, the team completed the implementation in four months on schedule and on-budget.

Kaiser Permanente Washington has relied on the Milestone ServiceNow team to implement a number of add-ons since the initial implementation. The company has also selected Milestone’s ServiceNow Developer on Demand Managed Services to help them reduce the ServiceNow development backlog and allow the internal team to focus on key projects and work more efficiently.


Kaiser Permanente’s 10,000 requesters and 650 ServiceNow fulfillers have praised how easy it is to use the ServiceNow system. They have simplified workflows and centralized information resulting in more productivity and operational efficiencies.

“They collaborated closely with us to meet our business requirements. Their team worked alongside us to build a system configured for what we need now and in the future while giving us self-sufficiency to maintain it once the implementation was complete. They were thorough, experienced and have become an important business partner for our organization.”

-Troy Holmes, Senior Systems Engineer (ServiceNow platform), Kaiser Permanente Washington


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