Case Study: Fairview Health Services achieves automated disaster recovery and an accurate single source of truth with ServiceNow

Fairview Health Services guards against disruptions in patient care with ServiceNow

Fairview Health Services, a nonprofit healthcare system based in Minneapolis with 39,000 employees and more than 1,500 live applications supporting patient care, struggled with manual, word‑based disaster recovery (DR) plans that were time-consuming to maintain and made it hard to verify recovery time objectives (RTOs). Keeping DR documentation accurate and current was critical because many applications are mission‑critical to patient services.

Fairview extended its existing ServiceNow ITSM and CMDB with FairchildApp from the ServiceNow Store to automate DR planning, link plans to live CMDB data, run exercises, and record results in a cloud platform. The certified solution delivered an accurate single source of truth, dramatically reduced manual effort (saving about nine months versus building in‑house), improved RTO visibility, and set the organization up to expand automated business continuity across the enterprise.

Fairview Health Services

Maria Rothstein

DR Analyst & ITSM Office Manager