Integrated ServiceNow ITSM and ITOM for a major healthcare provider with over 10,000 employees.
Client Overview
One of the world’s largest integrated clinical, research, and learning health systems, united by a mission to improve public health.
Client's Challenge
With a newly formed IT team taking on expanded roles and responsibilities, the health system needed a modern, centralized platform to unify operations and support rapid growth amidst increasing demands for seamless service delivery. The client faced challenges with:
- A 20-year-old legacy tool
- New Team, new roles, and new responsibilities
- No proper orderable Service Catalog
- Multiple intakes for requests such as external web forms and email
- Lengthy list of desired Change Management improvements
- No auditable request approvals
- Multiple sources of CMDB data across all the CI Classes
- CMDB data is distrusted, and previous attempts to implement a CMDB have failed
- Undefined processes
Milestone Solution
Milestone delivered a strategic, phased ServiceNow implementation and provided a world-class IT service experience through custom integrations, automated workflows, and a unified Service Portal, connecting users, agents, and processes for enhanced visibility, efficiency, and productivity.
- CMDB integration
- Incident Management
- Major Incident Management
- SLA’s configuration
- Problem Management
- Change Management
- Knowledge Management
- Catalog and Request Fulfillment
- Employee Center
- Other integrations and reporting
Value Delivered
Milestone implemented ServiceNow as a single pane for service operations, enabling accurate CMDB, robust ITSM, enterprise integrations, and real-time insights.
- Streamlined Service Delivery
- Enhanced User Experience
- Improved Incident Management
- Efficient Change & Problem Management
- Optimized Asset Management
- Strategic Decision-Making
- Increased Agility
- Enhanced Collaboration
- Realized significant savings on operational expenses
Enhanced User Experience
Improved Incident Management
Enhanced Collaboration
Service That Powered
IT Service Management (ITSM)
IT Operations Management (ITOM)
Want to Learn More?
Milestone experts take the time to listen, understand your needs, and provide the right mix of tools, technology, and resources to help you meet your goals.