Case Study: Novant Health achieves 62K more clinician hours/year and a 35% reduction in triage time with ServiceNow

Novant Health uses machine learning to streamline IT workflows

Novant Health, a large Charlotte-based healthcare system with more than 28,000 clinicians and employees, faced internal silos and manual workflows that slowed service delivery: misrouted tickets, time-consuming callbacks, and lengthy supply and equipment ordering were eating into clinicians’ time and hindering patient care.

By rolling out ServiceNow’s Now Platform across Digital Products and Services and enterprise-wide, Novant consolidated tracking, created unified self-service portals with AI-driven triage, and improved cross-department visibility. The solution cut triage time by 35%, freed roughly 62,000 clinician hours per year, streamlined HR, supply chain and security workflows, improved retention, and accelerated delivery to support better patient care.

Novant Health

Chuck Huntley

Manager, IT Service Management Office