Case Study: Outpatient Imaging Affiliates achieves 50% reduction in IT support calls with ServiceNow Express

Outpatient Imaging Affiliates Answers the Call with IT Self-Service Portal

Outpatient Imaging Affiliates, a healthcare services provider, was overwhelmed by phone calls and emails as the primary channels for IT requests and lacked ITIL-based processes and a modern helpdesk. Users experienced long waits and no visibility into request status, creating inefficiencies for the support team and poor user experience.

By deploying ServiceNow Express and a self-service portal with a service catalog, OIA enabled users to submit and track requests online, automated routing to the right technicians, and implemented ITIL-compliant incident, problem and change management with real-time dashboards and reporting. The result: a 50% reduction in support calls, clearer visibility into IT performance, faster fulfillment, and expansion of the platform to other business areas like finance and HR.

Outpatient Imaging Affiliates

Steve Mortillaro

IT Manager