A not-for-profit healthcare system dedicated to serving the medical needs of patients in Montana, Wyoming, and North Dakota. Spanning both cities and far-flung rural areas, the organization includes a range of primary and specialty care clinics, branch locations, surgery centers, care units, and a hospital.
The organization recognized early on the benefits digital medicine could bring to its patients and communities. Their vision is to be a national leader in clinical quality, service, safety, and value. Their team recognizes Information technology as a core enabler of this mission.
With its broad geographical footprint and a network of 14 regional partnerships, the customer relies on efficient, always-on IT services to power its operations. Whether through electronic medical record systems focused on core patient care information or ancillary systems dedicated to back-office administration, finance, communications, or support, IT services are integral to the day-to-day functioning of its business.
As the customer sought to enhance IT services responsiveness to match patients' ever-evolving needs and its operations at large, it chose to rely on ServiceNow ITSM solution as a powerful enabler of IT services transformation.
Working closely with INRY, the customer embarked on a wide-ranging project for the adoption of ServiceNow ITSM capabilities, including:
Reporting and Dashboards to help both request fulfillers and IT leaders understand the makeup of inbound requests and incidents, process or resource-related bottlenecks, and areas of enhancement to make IT services more responsive to the needs of the business.
Thanks to the adoption of the ServiceNow ITSM solution and the partnership with INRY to implement the solution in less than 12 weeks, the customer has realized compelling results that include:
In the wake of this project, the customer also engaged INRY to transform its customer service management capabilities through the adoption of ServiceNow CSM. Through a broad strategy that includes process digitization and modernization across its enterprise, the customer has helped advance its important mission of patient care through more timely, impactful, and transparent IT and business services.