OhioHealth Corporation Case
Study:
IT Cost Center to Valued Business
Partner

Garrick A. Vance, JD
Lead Analyst / ITIL Process Manger
OhioHealth Corporation
Matt French
Marketing Director
Joel Blagg
Senior Solution Consultant

• OhioHealth case study
• Service-now.com intro and demonstration
discussion points

OhioHealth Case Study: IT Cost Center to Valued
Business Partner

Some OhioHealth Hospitals
5

OhioHealth – Fast Facts
 Revenue (2007): $1.83 Billion, AA Bond
 Employees: +14,000
 Staffed beds: 2,000
 Emergency visits: 325,000
 IT FTEs: 285, (~325 headcount)
 Pounds of laundry: More than 16 million
6

OhioHealth – IT Structure
 Standard hierarchy, CIO reports to CFO
 Process owners and managers / accountability
 Centralized service desk
 Mixed:
– L1, L2, & L3 support
– System (Application) Administrators – Non-IT
– Some additional support, doesn’t fall under IT
control
 “Incremental improvement versus delayed
perfection”
7

Hours Open Before Closure
0
24
48
72
96
120
144
168
Jul-05
Aug-05
Sep-05
Oct-05
Nov-05
KPI 1:
Dec-05
Jan-06
Feb-06
Mar-06
Apr-06
May-06
Jun-06
Average Resolution Time
Jul-06
Aug-06
Sep-06
Oct-06
Average resolution time of incidents.
Nov-06
Dec-06
Crit
Med
High
8

KPI 2: Incident resolutions that met the service level
objectives set by I.S.
Incident Resolutions
100.00%
90.00%
80.00%
% that met Service Level
70.00%
60.00%
Actual
50.00%
Target
40.00%
30.00%
20.00%
10.00%
0.00%
Jul-05
Jul-06
Jan-06
Jun-06
Nov-05
Nov-06
May-06
Mar-06
Oct-05
Oct-06
Dec-05
Apr-06
Dec-06
Aug-05
Sep-05
Aug-06
Sep-06
Feb-06
Month
9

KPI 3: Customer Survey Satisfaction Results
5
4.5
4
3.5
3
No De Ja Fe Ma Ap Ma Ju J Au Se Oc No De Ja Fe Ma Ap Ma Ju J Au Se Oc No
v- c- n- b- r- r- y- n- ul- g- p- t- v- c- n- b- r- r- y- n- ul- g- p- t- v-
05 05 06 06 06 06 06 06 06 06 06 06 06 06 07 07 07 07 07 07 07 07 07 07 07
COMT Satisfaction with incident management COMT Importance of incident management
End user satisfaction with call center attendants End user importance of call center attendants
10

Vision: The Service Desk
Provides customers with a single point of contact, advice, guidance, and
rapid restoration of normal service. Its focus is customer service.
Defined:
Call Center - emphasis is on handling a large volume of phone calls
Help Desk -
 Manages, coordinates, and resolves Incidents as quickly as possible
 Ensures that no request is lost, forgotten, or ignored
 Links to Configuration Management and Knowledge tools are generally
used as supporting technologies.
11

2007 Focus: Incident Management
Goals:
Restore service as quickly as possible
 Minimize the adverse impact on the business
 Ensure best use of resources
 Maintain and apply a constant approach to managing incidents
Definitions:
“An incident is an event which is not part of the standard operation of a service
and which causes or may cause, an interruption to, or reduction in the
quality of that service”
“A request for service is a request from a user for support, delivery,
information, advice, documentation, not being a failure in the IT
infrastructure”
12

Situation with Current Enabling
Technology
 Product X implemented in 2000 when CSC was in-sourced
– 6 versions behind current release
– After several acquisitions, taken off the market
– Constant complaints with web access
– One person in Israel supports this product
 Agreement to purchase Product Y in 2003
– Years and dollars later, no usable production system
– Finalizing negotiations with them
– Needed for remote control and asset management, unless we
can find a replacement
13

System Selection
 RFP sent to 5 vendors
– Specific criteria aligned with ITIL processes
 Vendor demos conducted
 Top 2 vendors identified
 Proof of concept with vendors
 Contract negotiated
 Funding obtained
 Project initiated
14

Project Statement
 To implement Service-Now.com as an integrated IS
service support system, starting with Incident
Management, that improves the
consistency, predictability, and staff productivity of
delivering agreed services to our customers.
15

Incident Management
Phase 1 Project Scope
 IN SCOPE implemented December 2007
– Incident Management process including
 Customer self service
 Current escalation management processes converted
– Existing online catalog services migrated to new Service Catalog
– Workstation assets migrated to CMDB
– Service Desk monitoring & reporting tools
– Contact data from reliable source (AD/ADAM, PeopleSoft etc.)
– Staff system training
16

Service-now.com modules
implemented since January 2008
 Change Management
 IT Service Continuity Management
 Service Asset and Configuration Management
 Service Level Management
 Project Management
17

Results
5
4.5
Rating
4
3.5
3
2/1/2007
5/1/2007
8/1/2007
2/1/2008
5/1/2008
8/1/2008
2/1/2009
5/1/2009
11/1/2007
11/1/2008
Time
End user satisfaction with call center attendants
End user importance of call center attendants
18

Results…cont
5
4.5
Rating
4
3.5
3
2/1/2007
5/1/2007
8/1/2007
2/1/2008
5/1/2008
8/1/2008
2/1/2009
5/1/2009
11/1/2007
11/1/2008
Time
COMT Satisfaction with incident management
COMT Importance of incident management
19

Customer Support Center
20

On the Horizon
 Problem Management: Summer 2009
 Service catalog expansion
 Auto discovery capabilities enhanced
21

Shared Services Employee Self-help
Service Request
Process Management
Incident Problem Knowledge Service Catalog Change Release Asset
Operational Automation

unique to Service-now.com
speed to market
•Implement in 25% time
•Automate more processes faster
•Continuous improvement
flexibility
•Quickly change business processes, impact-free
•Use out of box, customize or build new apps
•Licensing designed for you
lower cost
•Reduce IT management costs by 60%
•Implement at fraction of subscription fee
•Zero infrastructure and upgrade costs
simple &consistent
•Modern, consistent Web 2.0 usability
•Single administration across all processes
•Organic development, no acquisitions

unique to Service-now.com
lower risk
•Minimal upfront investment
•Demonstrate positive results faster
•Always on the current version, no version-lock
control
•Big bang or phased implementation
•Use ITIL and customize to meet your needs
•Complete visibility through native reporting
secure
•SAS 70 Type II data centers, redundancy
•Encryption, single sign-on, VPN tunneling
•Dedicated database & application set
effortless integration
•Web-services shrinks integration time, cost
•Secure integrations HTTPS, SOAP, WSDL
•50+ released and supported integrations

demonstration

question and answer

additional info
Learn more at http://www.service-now.com
Demo.service-now.com
Thank You!