Case Study: NHS Blood and Transplant achieves a unified employee service experience with ServiceNow

NHS Blood and Transplant empowers employees with a unified service experience

NHS Blood and Transplant (NHSBT) is a UK health organisation that manages blood and organ donation, transplantation and related research with 5,500 staff working in diverse roles across the country. Facing fragmented service access—multiple entry points for IT, HR and finance—NHSBT needed a simpler, consistent way for employees to get the services they require while ensuring patient and donor safety remained the priority.

Using the Now Platform and ServiceNow ITSM, NHSBT launched a unified self-service portal that routes requests automatically, gives every employee the same experience, and reduces manual work. With certified internal specialists, regular agile releases and a cross‑functional steering group, the organisation sped up service delivery, increased staff engagement in shaping services, and freed employees to focus more on donor and patient care.

NHS Blood and Transplant

Wendy Dewey

IT Service Manager