Suma Soft Streamlines IT Service Management for Better Patient Care

Streamlined IT Service Management for Enhanced Customer Support

Client's Background

A leading healthcare provider operates an extensive network of hospitals and clinics, serving thousands of patients daily. The organization was committed to providing exceptional patient care and depended on robust and efficient IT services to achieve this goal. They sought to enhance and modernize their IT operations and management, ensuring seamless support for their extensive network and critical systems.

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Challenges

  • Increased Number of Unresolved IT Incidents:

    A significant rise in unresolved IT incidents, led to delays in critical healthcare services and impacted patient care.

  • Limited Visibility:

    A lack of real-time visibility into IT performance affected the organization's ability to address issues, affecting overall service quality.

  • Inefficient Compliance Tracking:

    Manual compliance tracking processes resulted in prolonged audit preparation times, increasing the burden on IT staff and posing potential regulatory risks.

To maintain high-quality patient care, the provider needed a scalable, automated ITSM solution to enhance service delivery, ensure regulatory compliance, and optimize IT resource utilization.

Project Requirements

  • Incident Management:

    Implement robust workflows to reduce IT incident resolution time by 40%, ensuring early incident detection through automated alerts and user-reported issues affecting patient care.

  • Integrated Systems:

    Seamlessly connect the ServiceNow platform with existing enterprise systems, eliminating gaps and inefficiencies in service delivery.

  • Compliance:

    Ensuring compliance with healthcare regulations with unlimited tracking and reporting capabilities.

Optimizing ServiceNow ITSM Implementation Support

Suma Soft implemented ServiceNow ITSM, focusing on integrating Incident Management, Service Request Management, and Configuration Management Database (CMDB) to create a centralized IT service environment.

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ServiceNow Solution

The solution included a centralized CMDB for improved asset tracking, Incident Management for faster ticket resolution, and Service Request Management to streamline user requests.

  • Automated workflows:

    to reduce manual effort and accelerate service delivery

  • Improved incident response times:

    reducing incident resolution time by 40% and system downtime by 28%.

  • Enhanced user satisfaction:

    through self-service portals and personalized support

  • Optimized resource allocation:

    and improved operational efficiency

  • Valuable insights :

    through advanced reporting and analytics

  • Automated Compliance Reporting :

    Ensured 30% faster audit readiness, minimizing compliance risks.

Business Outcome

  • 40% faster IT incident resolution, ensuring uninterrupted healthcare services.

  • 30% reduction in compliance tracking time, enhancing regulatory adherence.

  • 35% improvement in IT service request fulfillment, optimizing operational efficiency.

  • 28% decrease in IT system downtime, ensuring seamless patient support.

By implementing ServiceNow ITSM, the healthcare provider significantly streamlined IT operations, enhanced compliance tracking, and improved service efficiency—leading to better patient care and optimized IT support.

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