An ITSM and PPM Roll-Out for a Regional Healthcare Payer Serving 2.5+ Million Patients

This Pennsylvania-based healthcare payer/provider offers leading-edge, compassionate healthcare and wellness services to a population of over 2.5 million people. An innovative team with a dynamic vision of healthcare transformation, this firm is driven by their commitment to providing their community with advanced, comprehensive care by renowned physicians – where and when patients need it.

Like many successful organizations in the consolidating healthcare space, this firm has undergone numerous acquisitions in the past few years. After acquiring several new hospitals in 2017, the enterprise today consists of six hospitals, one rehab center, a hospital school, home healthcare services and a network of 22 urgent care facilities.

Just as they aim to transform the lives of their patients for the better, the organization also was hyper-aware of their own transformation needs to be a strategic leader in their regional healthcare space. For this firm, that meant driving their team to “modernize their processes” to ensure they could evolve with them as they scale. (To some observers, that might also be considered digital transformation, though, they weren’t expressly advocating that initiative.)

This transformation meant overcoming internal obstacles. The organization was struggling with project management, particularly in their IT Service and Project Management practices – challenges that were exacerbated by their rapid growth and new acquisitions. As the firm reached over 12,000 employees, the leadership team knew they needed to focus on more effectively managing this new scale.

Enter ServiceNow: This Healthcare Firm’s “Two-Birds-One-Stone” Solution to Their ITBM and ITSM Woes

More people create more challenges for any organization. On the Project Management side, the team needed to effectively cover more projects and network satellites with the same resources. Some past success with ServiceNow allowed them to look to the platform to solve these scaling needs, and the firm was committed to consolidating its project management efforts into one system of record: ServiceNow.

Prior to undergoing their ServiceNow implementation, this firm was using Eclipse, a legacy ITSM tool, for its project management and resource management needs. With this tool, the PMO team was forced to undergo significant manual tasks to create accurate macro-level reports of what projects they were working on, who was allocated to work on them, what budget the projects were coming out of, and what progress those activities were making. Further, the reports they did have had some holes in them, leading people to question all their data – not good when you’re talking about budget allocations across a 12,000-person company! The team needed to validate the correctness of the reporting, which was a high priority for this organization’s board members.

Overall, The PMO team wanted to manage the firm’s projects, project plans, and idea and demand pipeline. They were eager to solve for resource management, so to better allocate resources to projects with greater visibility into what projects people were working on and what their capacity was to execute more projects.

In addition to their project management endeavors, the Healthcare firm was engaged in a separate digital transformation effort to move to EPIC, an electronic health record software, for their hospital and urgent care units. Moving to a digital health record required the organization to maintain a mature IT Service Management solution to manage incidents and tickets. Enter ServiceNow – a platform solution which could solve for both their ITSM and PPM needs.

Finding Acorio: A Veteran Consulting Firm with Experience in Healthcare Transformation

A ServiceNow rep encouraged the firm to look into Acorio as their partner for this ITSM and PPM implementation project. With over 600+ ServiceNow projects completed, Acorio has significant experience helping large organizations transform with the ServiceNow platform. Moreover, the healthcare firm went out of their way to research the ServiceNow solution and Acorio’s expertise in the healthcare industry. The firm spoke with one of Acorio’s long-time clients, New York Presbyterian Hospital, regarding their success with ServiceNow and how the organization was leveraging the platform while undergoing substantial growth.

During the engagement, Acorio’s Engagement Manager established a genuine empathy for the healthcare firm. He could easily relate to the PMO’s point of view and speak their language – because, in a sense, he was part of their world. This mutual understanding enabled both teams to build a trusting and authentic relationship with one another, with the ultimate goal to achieve a successful ServiceNow implementation.

The Result: A Digital Transformation by Any Other Name

Working under an agile process, the firm went under two go-lives: first, with one major release consisting of seven ITSM and ITBM capabilities and a second, minor release with two ITBM capabilities just one month later.  In total, the project spanned five and a half months. In that short time frame, the firm implemented incident, change, request, knowledge, and portal for their ITSM needs. Within ServiceNow’s IT Business Management solution, they implemented project, idea, demand, and resource management.

Today, the organization’s IT Operations team has a formal change management process with an integrated system of record across all their different entities (hospitals, urgent cares, rehabilitation centers, etc.).

As for their PMO team, they’re no longer manually working to manage projects and resources, rather, the team has established sophisticated demand management. Their PPM sponsor even exclaimed his team is now “lightyears ahead of where they were with project management.” The firm also worked with Acorio to create custom reporting solutions, to align with its board members’ expectations of reporting – clean and intuitive.

The In-Sight Roadmap: Acorio Virtual Assistance and Software Asset Management

Understanding the healthcare provider’s lack of internal resources and expertise with the ServiceNow platform, the Acorio team proposed an additional scope, which included a set-hours to utilize Acorio’s Virtual Assistance (AVA) program. Acorio’s AVA program marries business and technical experts with flexible program options to guarantee implementations have the support companies need – from assisting with your backlog, creating strategic roadmaps, teaching ServiceNow training workshops, and more.

For this particular firm, the flexibility of the AVA program is critical, since the team is new to the ServiceNow platform, naturally, questions arise they may not know the answer to! The promise that a team of experts, who have an average of 5+ years of ServiceNow experience, could help the healthcare provider tackle their growing backlog was also a huge selling point for the firm.

Right now, the organization has over 40 enhancements between ITSM and ITBM in their backlog, which they’re looking forward to undertaking with the Acorio team. Beyond Acorio’s Virtual Assistance, the healthcare firm is looking into ServiceNow’s Software Asset Management solution to reduce spend and mitigate risk across their software licenses.