Case Study: Omnicare achieves end-to-end visibility and improved SLA performance with ServiceNow

Omnicare Successfully Outsources IT Service Management and Operations

Omnicare, a leading pharmacy services provider to senior care facilities with more than 30 years in business and operations across 200+ U.S. locations, faced a growing IT management burden—over 1,500 servers and 12,000 desktops—that tied up technical resources and slowed innovation. To free staff for strategic work, Omnicare outsourced day-to-day IT operations to three vendors (network, PC refresh, and 24x7 app/data center/service desk) but needed end-to-end visibility and control to maintain its high service levels and keep the user experience seamless.

Omnicare extended its existing ServiceNow platform as a SIAM solution to route incidents and requests, timestamp vendor handoffs, assign problem tasks, track assets, and reconcile vendor invoices. ServiceNow clarified ownership, eliminated finger-pointing, delivered accurate SLA reporting and detailed metrics, and drove continuous improvement—raising first-contact resolution from 85% to 90.1% while freeing internal teams to focus on innovation.

Omnicare

Kim Liston

Senior Director, IT Service Management