Case Study: Novant Health creates more time for patient care with ServiceNow

Novant Health creates more time for patient care with ServiceNow

Novant Health, a Charlotte-based healthcare system with more than 28,000 clinicians and employees across 15 hospitals and 350+ practices, needed to reduce redundant, manual work in its Digital Products and Services (IT) team. Support staff were slowed by multiple knowledge sources and manual ticket triage that required a full‑time technician, creating delays for frontline clinicians and staff.

By consolidating workflows on the Now Platform and deploying Predictive Intelligence, Knowledge Management, and a Virtual Agent, Novant automated ticketing, improved self‑service, and enabled ML‑driven categorization and routing. The changes cut self‑service workload by about 50%, reduced ticket reassignments by 30%, saved roughly 28 hours of redundant support work per week, and delivered faster, more accurate responses (over 100,000 predictions at 79% accuracy in the first five months).

Novant Health

Franck Nkashama

Process Architect