Story
ServiceNow
ProvidenceProvidence Brings IT Service Requests onto ServiceNow
Providence, a health care organization in the United States, uses HR Service Delivery from ServiceNow to support IT service management for IT and employees.
Value results
| Category | Value result |
|---|---|
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
| Capability | IT service management stays visible to adjacent teams through HR Service Delivery |
Story
Inside Providence, IT service management used to depend on whoever still had the latest file. That pattern is common in health care groups working out of the United States. IT and employees needed a system that would still make sense after the original project team moved on.
Providence uses HR Service Delivery from ServiceNow as the working layer for IT service requests. ServiceNow is the enterprise workflow platform for IT, employee, and customer service, with a single data model across departments. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Providence gets from ServiceNow is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
