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4 min

Benefits of ServiceNow in Healthcare

Learn how healthcare organizations can better manage their IT assets and securely deliver streamlined, patient-centric care through improved operational performance with ServiceNow.

For healthcare organizations to navigate modern patient care successfully, it’s essential to align people, processes, systems and data. But healthcare organizations often struggle with having to run multiple software systems and managing a variety of services using multiple tools. All this complexity can result in wasted time, rising costs, inefficient systems and, most importantly, ineffective patient care.

Consolidating IT systems and assets can help resolve these challenges by streamlining operations and delivering benefits like improved patient care and cost reduction. It’s time to invest in your IT service management (ITSM) strategy with ServiceNow, a cloud-based workflow automation platform that can help with intelligent digital transformation and unification.  

Healthcare organizations are turning to ServiceNow more and more because its cloud-based platform enables providers to securely deliver streamlined, patient-centric care through improved operational performance. The ServiceNow platform combines a database, a suite of applications and a development platform, all designed to deliver better ITSM and automation.

With ServiceNow, your healthcare organization can unify all your IT needs into a single platform for improved service delivery and efficiency.

Improve Your ITSM With ServiceNow

Harnessing the power of ITSM, you can unlock the full potential of ServiceNow to optimize your operations and increase clinician productivity while also reducing costs.

Healthcare organizations can use ITSM to establish a unified approach to IT operations by consolidating and managing your infrastructure. ITSM serves as the foundation for many IT processes by consolidating on-premises legacy tools to a single cloud platform to harness shared data and analytics with automated workflows through AI and machine learning. This includes incident management, change management, problem management and configuration management database (CMDB) to resolve incidents, find answers and stay connected anywhere.

The beauty of ServiceNow is that you can find all these benefits in one platform.

Implementing “EMR Help” With ServiceNow ITSM Workflow

Clinicians enter vital patient information into their electronic medical records (EMR) software; in modern medicine EMRs are a critical source of data. If an EMR has performance issues, it can critically impact patient care. And, making an EMR service request can be complicated and time-consuming for clinicians.

Using a ServiceNow feature called “EMR Help,” healthcare organizations can integrate ServiceNow with their EMR so clinicians can submit IT service requests without having to use an external system, saving time for the clinicians so that they can focus on patient care.

If an EMR does not have an issue-reporting capability, clinicians might not have time to go to a separate system and report the issue. This results in unreported issues and delayed resolutions, taking time away from patients and interrupts routine workflows.

With “EMR Help,” the clinician can request service directly within the EMR system, which automatically creates a service request in ServiceNow. Necessary patient information is added automatically to the case so the service agent can quickly address the issue, optimizing clinician time in delivering patient care by automating processes.

Configuration Management Database (CMDB)

ServiceNow’s CMBD can provide a comprehensive and consolidated view of IT operations, help ensure effective configuration and improve cost management. CMBD is a central repository that stores information about the IT infrastructure and services in your environment. The health of the CMDB refers to the accuracy, completeness and consistency of the data stored in the CMDB. A healthy CMDB can help organizations identify redundant or underutilized IT assets, which can be retired or repurposed to reduce costs.

Maintaining a healthy CMBD is essential for organizations to run their business processes smoothly without any downtimes or failures. With CMBD insights, IT can identify the root cause of issues and take actions to prevent them from recurring, reducing downtime and improving service availability. Inventory management is continuous. Having accurate, up-to-date information and real-time visibility into your infrastructure is critical and helps IT teams make more informed business decisions and stay compliant.

Full lifecycle management of clinical assets across your healthcare organizations helps you minimize risk exposure for connected medical devices. And automated compliance reporting means you have access to pertinent information at your fingertips, any time.

Workflow Automation and Orchestration

Outdated infrastructure, fragmented data and inefficient processes need more efficient clinical and operational workflows to make life easier for clinicians. ServiceNow enables healthcare organizations to customize and automate workflows, reduce manual work and streamline processes to enhance operational efficiencies and boost clinician productivity.

ServiceNow’s Digital Health Platform for workflow automation and orchestration connects systems, teams and vendors together to accelerate change, meet evolving expectations and deliver more connected care. This can be seen by the platform’s capability to customize automated, intelligent workflows to be more agile and integrated, leveraging healthcare data in real-time, unifying service delivery and streamlining services.

Through intuitive software, self-service access and intelligent automation, healthcare providers can use the benefits of ServiceNow to improve operational performance and care delivery.

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Jim Sabogal

CDW ServiceNow Healthcare Strategist
Jim Sabogal is a CDW ServiceNow Healthcare strategist.

Dustin Leek

CDW Healthcare Strategist
Dustin Leek is a CDW Healthcare strategist.