Case Study: University of Chicago Medical Center streamlines IT service delivery with AHEAD

UCMC Hospital Automates IT, HR, and Supply Chain Requests with Enterprise Service Management

The University of Chicago Medical Center partnered with AHEAD to improve IT service delivery after its ServiceNow deployment failed to deliver meaningful process or operational improvements. The hospital needed a stronger foundation for Incident Management, Problem Management, and Request Fulfillment to replace manual, inconsistent workflows and better support caregivers, patients, and staff.

AHEAD redesigned and redeployed the organization’s ServiceNow-based service management processes, adding automated email intake, workflow-driven request fulfillment, improved change management, and better reporting and training. The results included 69 Service Desk hours reclaimed per month, a 43% reduction in incident resolution time from seven days to four, and a 58% reduction in request fulfillment time from 19 days to eight, along with higher incident and request volumes due to more consistent documentation and process adoption.

University of Chicago Medical Center