Case Study: HealthPartners achieves unified work visibility and modernized project management with ServiceNow

HealthPartners Unlocks the Full Power of ServiceNow Project Portfolio Management

HealthPartners, a Bloomington, MN–based non‑profit healthcare system serving over 1.5 million members with 22,500 employees, had expanded its ServiceNow ITSM footprint but faced challenges from legacy point products and a heavily customized Project Portfolio Management (PPM) instance that was difficult to upgrade. The organization also handled a high volume of service request status calls and wanted a unified, end‑to‑end platform to align IT work with business priorities.

HealthPartners migrated to the out‑of‑the‑box ServiceNow PPM and adopted Resource and Demand Management, a transition that was largely painless and let them retire their old project and time‑tracking tools. The result is a single view of work across Agile and Waterfall projects, incidents, changes, and service requests, centralized demand processes (replacing hundreds of documents and spreadsheets), more transparent resource allocation, and a reduction in service request status calls of over 50%, with additional Financial Management capabilities now being piloted.

HealthPartners

Skip Newton

Manager of Service Management Platforms