Case Study: Regional Health Care Provider achieves rock-solid IT services and eliminates outage time with ServiceNow

Regional Health Care Provider Delivers Rock-Solid IT Services by Modernizing their Service Desk and Eliminating Outage Time with Service Mapping

A regional not‑for‑profit health care system serving more than 800,000 people across hospitals, 80+ medical practices, home and hospice care, and labs relied on a legacy ticketing system and ad‑hoc, disparate processes that limited IT’s ability to improve service quality and expand its value for 12,000 employees and clinical engineering teams. The IT organization needed consistent ITIL processes, better visibility into dependencies, and faster, more accountable incident response.

By adopting ServiceNow ITSM, ITOM, Service Mapping, and HR Management, the provider modernized its service desk, standardized workflows, and mapped 150 critical business services so outages and impacts are identified instantly rather than after hours of investigation. The result: automated incident escalation and paging, dramatically higher end‑user satisfaction, lower support costs, clearer infrastructure-to-service visibility, faster resolution, and a platform the organization is extending beyond IT to HR, facilities, and clinical asset management.