Case Study: Broward Health achieves a 500-item clinician service catalog and streamlined IT service delivery with ServiceNow

Staying Ahead of the Trends in Healthcare IT

Broward Health, a large public healthcare integrated delivery network in Florida, faced mounting pressure from healthcare reform, regulatory demands and rising expectations for IT service delivery. With low first-contact resolution, no consistent change or downtime processes, and a licensing-constrained legacy ITSM tool, the IT organization needed an integrated, automated platform to support clinicians, streamline requests and meet audit and governance requirements.

They implemented ServiceNow over about six months, adopted ITIL across the team, and quickly built an Amazon-style service catalog of 500 clinical items (each with ~50 variables) in roughly three months, plus a CMDB and integrations to TEM/BigFix and Lawson ERP. The result: automated approvals and complex workflows, improved change and incident management (90% SLA for priority-1 incidents), lower infrastructure costs, better auditability and IT visibility, and freed clinical staff from ad hoc requests while enabling business intelligence and further automation.

Broward Health

Vijo Menon

Systems Consultant and IT Process Architect