ServiceNow Delivers Value and Better Care to Clinical Staff
To efficiently integrate people, machines and departments, the first step must involve consolidation or replacement of legacy service management tools. Automating process and streamlining key workflows with ServiceNow can effectively break down silos across your organization and enable you to maximize your technology’s potential.
Take Broward Health, for example: The Florida medical center opted for ServiceNow ITSM as a means to support its digital transformation efforts, removing the barriers between its clinical and business departments.
By using the platform, Broward Health extended the full functionality of its IT services catalog in as little as three months. This offered clinical staff the ability to order from up to 500 service items — beyond the standard IT equipment or phones — and track the status of any item they ordered.
The result was a robust ordering system that can be tailored and automated to fit any of the team’s needs. A seamless interface connects the organization’s clinical staff and business units, significantly altering the way the organization manages its overall service delivery.
“The clinical staff can now devote their time to better customer service and projects, rather than working on ad hoc requests,” Tony Ruiz, the former IT director for Broward Health, told ServiceNow. We can now generate business intelligence for the volume and type of catalog requests. This gives us a reference point for further operational automation. It is a win-win proposition for us.”
All said and done, the ServiceNow ITSM platform provided the medical center with an IT solution that proactively identifies, addresses and fixes problems, rather than one that simply amplifies them.
Third-Party ITSM Providers Keep Security Front of Mind
IT service management in healthcare is often more difficult to navigate than other industries. A dual need exists to manage and protect patient health information — among some of the most heavily regulated data in the world — and a variety of technology deployments that include Internet of Medical Things devices.
That challenge was noted by CDW Healthcare’s Principal Field Services Architect Eros Canabrava during a Bring IT On webinar held last month:
“If we look at how HIPAA violations occur, particularly on the service desk, there's a trend that these violations are really occurring around human error or process failures."
To help streamline the IT service delivery aspect while mitigating security risks, healthcare organizations should consider enlisting the services of third-party ITSM providers. These providers, in leveraging ServiceNow, can deploy and manage advanced solutions that help organizations keep sensitive resources like personal health information safe and accessible while enhancing overall security and productivity.
One example of such a solution: CDW’s Private Data Compliance app, SmartPDC. The app, built exclusively for ServiceNow, gives organizations more control over who sees what information by creating a step-by-step process allowing individuals to redact PHI that must remain private.
ServiceNow solutions such as these can help IT service delivery teams take the necessary steps in protecting their organizations while still enabling quality care.