Case Study: OhioHealth moves from cost center to valued business partner with ServiceNow

OhioHealth Corporation From Cost Center to Valued Business Partner

OhioHealth Corporation is a large Ohio-based health system (about 17 hospitals, 23 health/surgery centers, ~14,000 associates and $1.83B revenue in 2007) that wanted to shift IT from a cost center to a business partner. After years of aging tools and a costly failed ITSM implementation, KPIs showed a growing gap between the importance of incident management to users and their satisfaction, so the organization set a clear service desk vision and sought a modern, integrated ITSM solution.

Following an RFP and proof-of-concept, OhioHealth implemented ServiceNow (incident management first, then change, asset/CMDB, service catalog and integrations with LDAP/PeopleSoft) and rolled it out quickly. The integrated platform narrowed the satisfaction gap, drove a roughly 500% increase in first-call resolution (reaching target levels near 45%), enabled further ITIL process adoption, and helped reposition IT as a valued business partner.

OhioHealth

Garrick Vance

Process Manager