Breaking down Asset Management for Healthcare Organizations: How a Leading Healthcare Foundation Does It Using ServiceNow ITAM

A renowned healthcare organization in Minneapolis, known for its excellence in medical education and research, faced multiple challenges in managing its vast array of clinical and IT assets. As patient needs and technology evolved, their existing asset management practices became insufficient for modern healthcare delivery. 

The organization's leadership recognized that asset management was not just about keeping track of equipment. It optimizes resources, ensures compliance, and increases asset ROI through strategic utilization and proactive maintenance. They understood that every piece of equipment, from MRI machines to laptops, played a crucial role in delivering quality healthcare services. 

Choosing ServiceNow and INRY for The Partnership 

After a thorough evaluation of various asset management solutions, the organization recognized ServiceNow as the ideal platform for their needs. ServiceNow’s robust asset management capabilities, combined with its seamless integration into IT services, made it the standout choice. However, the complexity of their asset landscape, ranging from sensitive medical equipment to IT assets, required a partner who could not only implement the solution but also simplify the journey. 

The organization chose to partner with INRY, an Elite ServiceNow Partner with deep expertise in both the platform and asset management, for its proven ability to break down complex transformations into easily executable phases. We worked closely with the customer to segment asset management by asset type, making the process more understandable and executable for their teams. This phased approach was key in securing the organization's trust and ensuring a smooth transition. 

Key Outcomes of the Transformation  

• Minimize IT-related disruptions that could interrupt or slow down patient care and treatment. 

• Optimize resource allocation and reduce unnecessary expenditures 

• Maximized return on IT investments through strategic asset utilization.  

• Strengthened compliance concerning healthcare regulations to protect patient information. 

INRY’s Framework for a Comprehensive Asset Management Solution 

INRY, leveraging its extensive experience in healthcare technology solutions, developed a comprehensive framework to address complex asset management needs. Recognizing that clinical assets range from critical medical devices to IT infrastructure and software, INRY crafted a holistic approach that covers every aspect of asset management in a healthcare setting. Our deep understanding of hospital operations allowed INRY’s team to design a solution that not only tracks assets but also optimizes their utilization throughout their lifecycle. 

The framework was strategically divided into four phases, each targeting a specific category of assets: 

• Enterprise Hardware Asset Management: Tracking and optimizing critical medical equipment and IT infrastructure use. 

• Software Asset Management: Ensuring all software licenses are compliant and efficiently utilized across the organization. 

• End User Hardware Asset Management: Managing devices healthcare professionals use to access patient information and deliver care. 

• Cross-Platform Asset Management: Creating a unified view of all assets to enhance decision-making and resource allocation. 

Execution through INRY’s Proprietary PASS Methodology 

INRY's proprietary PASS methodology ensured agile delivery and maximized business value. We rapidly deployed ServiceNow functionality through structured, iterative processes, with each iteration lasting 4-6 weeks. 

Phase 1: Enterprise Hardware Asset Management: The first phase focused on large-scale medical equipment and IT infrastructure, ensuring that critical assets like MRI machines, CT scanners, and servers are properly tracked and maintained. 

• Data Center Discovery: INRY configured ServiceNow's discovery capabilities to identify and onboard data center assets, including servers, storage, and networking equipment. 

• Asset Lifecycle Management: Established comprehensive asset lifecycle management processes incorporating financial tracking and depreciation, from procurement to disposal. 

• Purchase Order Integration: Integrated purchase order data to streamline asset creation and reconciliation. 

Phase 2: Software Asset Management: Addressing the increasing importance of digital tools in healthcare, this phase implemented robust systems for managing software licenses, ensuring compliance, and optimizing usage. 

• Software License Management: INRY Configured robust software license tracking and management, including license acquisition, deployment, and compliance reporting. 

• Software Catalog and Request Management: Created a centralized software catalog to facilitate software requests, approvals, and deployments. 

• Software Usage Analysis: Leveraged ServiceNow's reporting capabilities to analyze software usage patterns, optimize license utilization, and identify potential cost savings. 

Phase 3: End User Hardware Asset Management: The third phase targeted the devices used by healthcare professionals daily, from computers and tablets to specialized medical devices, streamlining their deployment and maintenance. 

• End User Asset Onboarding: Workflows were configured for onboarding end-user devices, including laptops, desktops, and peripherals. 

• Asset Lifecycle Management: Configured asset lifecycle management for end-user devices, including deployment, maintenance, and disposal. 

• Hardware Refresh Planning: Developed a hardware refresh strategy based on asset age, performance, and security considerations. 

Phase 4: Cross-Platform Asset Management: The final phase integrated all asset data into a unified system, creating a comprehensive view of the organization's entire asset portfolio and enabling more informed decision-making. 

• Data Integration: Integrated data from various sources, including hardware and software vendors, to create a unified asset repository. 

• Configuration Management Database (CMDB) Enrichment: Populated the CMDB with detailed asset information, relationships, and dependencies. 

• Asset Relationship Mapping: Established and configured relationships between hardware, software, and network components to improve incident management and problem resolution. 

INRY ensured that every type of asset within the healthcare organization was accounted for and managed effectively. The phased approach allowed for smoother implementation and quicker realization of benefits, ultimately leading to improved operational efficiency. 

This success story demonstrates the transformative power of advanced asset management in healthcare. As healthcare continues to evolve, organizations that embrace technology-driven asset management will be best positioned to meet the challenges of tomorrow. By partnering with INRY and leveraging ServiceNow's robust platform, the healthcare organization in Minneapolis has not only optimized its operations but has also set a new standard for patient care and operational excellence.