ServiceNow in Healthcare and Life Sciences: A Dual Perspective

ServiceNow is a powerful digital transformation platform that transcends traditional IT service management. It’s a System of Action that bridges people, processes, and technology. The value proposition for healthcare and life science organizations I find particularly compelling.  Real stories from clients is the best way to demonstrate my point.

Various Use Case Examples: Healthcare and Life Sciences

IT Service Management (ITSM)

• Scenario: A large hospital network, aims to streamline incident management, improve change processes, and enhance patient care.
• Solution:
  • Incident Management: Established centralized incident reporting system where nurses and staff can quickly log issues such as malfunctioning equipment or network outages. The system automatically assigns priority levels and routes incidents to the appropriate teams.
  • Change Management: Designed workflows for seamless updates. When the hospital needs to roll out new software for telemedicine consultations, the change management process ensures minimal disruption during implementation.
  • Seamless Communication: Configured ServiceNow to facilitate communication between IT teams, clinical staff, and administrators. For instance, when the MRI machine encounters an issue, the radiology team receives real-time notifications, expediting resolution.
• Results: Reduced downtime, faster response times, and better patient experiences during critical situations.

Healthcare Compliance and Risk Management

• Scenario: A biopharmaceutical company, is developing a groundbreaking cancer drug. They face stringent FDA regulations and need robust compliance processes.
• Solution:
  • Audit Management: Established automated audit trails, ensuring compliance with FDA guidelines. When auditors review the drug development process, they find detailed records of every step, from preclinical trials to human trials.
  • Risk Assessment: Configured risk assessment workflows. For instance, when the lab identifies potential adverse effects during animal testing, the system triggers risk assessments and mitigation plans.
  • Document Control: Established a centralized repository for policies, procedures, and compliance documentation. The system tracks version history, approvals, and revisions.
• Results: Enhanced compliance, reduced penalties, and improved patient safety through rigorous adherence to regulatory standards.

  Hospital Chain: Streamlining Patient Services

• Scenario: A chain of community hospitals, grapples with patient inquiries, appointment scheduling, and service requests.
• Solution:
  • Self-Service Portal: Patients can schedule appointments, view test results, and request prescription refills online. The portal integrates with the hospital’s electronic health record system.
  • Automated Workflows: When a patient requests an appointment, the system automatically checks availability, assigns a physician, and sends confirmation notifications.
  • Feedback Loop: Integrated patient feedback mechanisms, allowing continuous improvement. When patients provide feedback on their experience, the system triggers follow-up actions.
• Results: Improved patient satisfaction, streamlined processes, and efficient resource allocation across the hospital network.

  Biotech Research Lab: Ensuring Compliance

• Scenario: A cutting-edge genomics research facility, faces complex compliance requirements for experiments and data management.
• Solution:
  • Experiment Tracking: Set up a system to track each genome sequencing experiment, recording details such as sample sources, protocols, and results.
  • Data Integrity: Configured data management workflows, securing research data and maintaining integrity. When a researcher uploads genomic data, the system performs checksums and ensures data consistency.
  • Audit Preparedness: Always audit-ready. The system generates comprehensive reports, including experiment logs, data lineage, and compliance evidence.
• Results: Reduced compliance risks, streamlined approvals, and enhanced research integrity, positioning customer as a leader in genomics research.

Value Amplification Clinic: Unlocking Strategic Value

Every organization has their own path to maximizing value and specific use cases that will make the most impact. Astrica’s Value Amplification Clinic is a unique offering designed to help organizations identify high-impact use cases for ServiceNow and create a roadmap for execution. In these clinics, Astrica collaborates closely with clients, analyzing their existing processes, pain points, and strategic goals. To learn more about how Astrica can assist your organization in maximizing value, contact us and let's get started!