How ServiceNow integrates and optimizes healthcare IT delivery

ServiceNow provides value and better care for clinical staff

In order to effectively integrate people, machines, and departments, the first step must involve merging or replacing old service management tools. Using ServiceNow to automate processes and simplify key work processes can effectively break down silos in your organization, allowing you to maximize your technological potential.

Take Broward Health as an example: Florida Medical Center chose ServiceNow ITSM as a means to support its digital transformation work, thereby removing the barriers between its clinical and business departments.

By using this platform, Broward Health has expanded the full functionality of its IT service catalog in just three months. This enables clinical staff to order up to 500 service items from outside of standard IT equipment or phones, and track the status of any items they order.

The result is a powerful ordering system that can be customized and automated to meet any needs of the team. The seamless interface connects the organization’s clinical staff and business departments, which greatly changes the way the organization manages its overall service delivery.

Tony Ruiz, former IT director of Broward Health, told ServiceNow: “Clinical staff can now devote time to better customer service and projects instead of working on temporary requests.” Now, we can request the number and type of catalogues. Generate business intelligence. This provides a reference for our further operation automation. For us, this is a win-win proposition. “

All in all, the ServiceNow ITSM platform provides an IT solution for medical centers that can proactively identify, solve and repair problems, rather than simply amplify them.

Third-party ITSM providers put safety first

Compared with other industries, IT service management in healthcare is often more difficult to navigate. There is a dual need to manage and protect patient health information (in some of the most regulated data in the world) and the deployment of various technologies including medical IoT devices.

Eros Canabrava, chief field service architect at CDW Healthcare, pointed out this challenge at the “Bringing IT into” webinar held last month:

“If we look at how HIPAA violations occur, especially at the service desk, there is a trend that these violations actually occur around human error or process failure.”

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To simplify the delivery of IT services while mitigating security risks, healthcare organizations should consider seeking services from third-party ITSM providers. These providers can use ServiceNow to deploy and manage advanced solutions that can help organizations ensure the security and accessibility of sensitive resources such as personal health information while ensuring overall security and productivity.

An example of such a solution: CDW’s private data compliance application SmartPDC. The app was built specifically for ServiceNow, and it allows organizations to better control who can see what information by creating a step-by-step process that allows individual editors to keep PHI confidential.

ServiceNow solutions like this can help IT service delivery teams take necessary measures while protecting the organization while still providing high-quality services.

This article belongs to Health TechnologyMonITor blog series.Please use the discussion on Twitter #WellnessIT.