Case Study: a leading healthcare organization achieves faster incident resolution with KANINI’s ServiceNow-EPIC integration

Integrating ServiceNow with EPIC for delivering better patient care

The leading healthcare organization faced challenges in maintaining patient care standards while managing operational costs. They needed to streamline caregiver IT onboarding and shift to self-reported incidents for quicker resolution. To address this, vendor KANINI implemented a solution using ServiceNow.

KANINI integrated ServiceNow's IT Service Management (ITSM) module with the organization's EPIC system. This integration included a floating help button to automatically create support tickets, which standardized processes and automated manual tasks. The solution delivered a 40% increase in timely incident resolutions, a 25% shift to self-reported incidents, and a 70% acceleration in caregiver IT onboarding, significantly enhancing the overall patient care experience.