How to use ServiceNow tools to drive the digital transformation of healthcare organizations

To focus on this type of work, healthcare organizations can leverage ServiceNow to simplify and optimize IT operations by merging core operational functions into a single platform. The platform not only enables process standardization, but also the ability to share data in support of shared applications.

This enables healthcare IT teams to work in a service-oriented way, operating not as a cost center but as an integral part of delivering modern, mobile-friendly services that clinicians and patients can access anytime. ServiceNow tools enable healthcare IT teams to operate more like a business than a technology provider, able to forecast demand and focus on delivering core services.

“If you’re not thinking about services and products, and you’re not talking about services and products, and you’re not able to articulate the services and products that you support in IT , you won’t be able to have conversations about digital transformation, because that’s where the transformation happens,” says Landowski.

How Healthcare Organizations Count on ServiceNow

A wide range of healthcare organizations have turned to ServiceNow to improve clinician efficiency and patient engagement.

For example, Miami-based palliative care provider VITAS Healthcare has expanded its ServiceNow footprint over time, having turned to the platform several years ago for one purpose: to manage the mobile devices it provides its staff in 14 states. The move saved $70,000 in phone costs for just one month. Such was the success that VITAS began using ServiceNow to allow staff to onboard new patients using Apple iPhones.

In 2020, Phoenix-based HonorHealth turned to ServiceNow to deploy a simple chatbot that could handle the flood of pandemic-related queries that threatened to overwhelm nurse call lines. Visitors to the healthcare organization’s website could use a COVID-19 symptom checker or live chat with a nurse.

Most organizations have shared network and infrastructure capabilities, but lack value-added services, Landowski says. Often, IT teams deploy these shared capabilities but are not committed to the organizations business or mission areas.

“Good organizations, and organizations that have a modern operating environment, have services that bring value to the business,” he says. “They understand what it is and what they’re getting, and they pay for what they consume.”

NEXT: Learn how ServiceNow supports digital transformations in healthcare.

About Debra D. Johnson

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