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Driving the Health IT Digital Transformation Journey

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Why clinical, operational, financial and security/risk resources need to work together with IT to achieve better patient outcomes.

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Driving the Health IT Digital Transformation Journey

  1. 1. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 1© 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. Driving the Health IT Digital Transformation Journey HIMSS Breakfast Briefing Jason Finney VP, Healthcare Christopher Killion Manager, Solution Consulting Aaron Zuber Manager, Solution Consulting Drew Koerner Healthcare, Chief Architect
  2. 2. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 2 Agenda EXAMINE SUCCESS STORIES AND VALUE REALIZED 3 INTRODUCE HOW SERVICENOW IS TRANSFORMING THE WAY PEOPLE WORK REVIEW SOLUTIONS FOR HEALTHCARE PROVIDERS 21
  3. 3. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 3 Let’s start with a question Are clinical, operational, financial and security/risk resources working together with IT to achieve better patient outcomes?
  4. 4. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 4 Driving digital transformation • Clinician engagement • Patient engagement • Patient safety • Connected health/telehealth • Process improvement, workflow, change management • EHR efficiency and utilization • Interoperability and data integration • Health IT infrastructure • Clinical and business intelligence • Privacy, security and cybersecurity • Compliance and risk management • Governance Health IT Drivers Service Management Results • EHR meaningful use (MU) and utilization • Eliminate service outages and increase uptime • Resolve security incidents and vulnerabilities fast • Unify security operations systems (interoperability) • Manage upgrades, change and costs by running IT like a business • Consumerize the employee service experience • Onboard clinicians effortlessly and engage with patients faster Transformation
  5. 5. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 5 Email, Spreadsheets, Forms, Messenger, Calls Most Companies Stuck In An Old Work Model Work Incidents Requests Cases Tasks Departments IT HR Services Security
  6. 6. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 6 The ServiceNow System Of Action™ Requester ProviderService Owner Collaborate & Resolve Automate Resolution Prioritize & Assign Measure & Optimize Define Services Self Serve View Status Request Status Build Experiences
  7. 7. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 7 Now Platform TM U S E R E X P E R I E N C E S S E R V I C E E X P E R I E N C E S S E R V I C E I N T E L L I G E N C E Community Service Portal Service Catalog Status Notifications Knowledge Base Integration and APIs Low Code Dev Tools Service Aware CMDB Visual TaskboardsWorkflow Time-series Database Actionable Analytics Anomaly Detection Supervised Machine Learning Peer Benchmarks HRSECURITY INTELLIGENT APPSCUSTOMER SERVICEIT
  8. 8. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 8 Hospital Services: Incident Management, CMDB, Increased Up time, SLA’s, Service Mapping, Risk and Security (Everything as a Service) Service Management IT Operations Management IT Business Management Security Ops ServiceNow Platform IT business leaders ready to transform their hospital recognize the power of service management. Protect Patient Information • Unified Sec Ops Systems • Governance, Risk and Compliance Management • Unified CMDB Patient Access to Information Coordination of Care Through Patient Engagement Health Information Exchange • Eliminate Service Outages with IT Ops Management • Manage Upgrades, Change and Costs with IT Business management • Unified CMDB • ITOM • ITBM • IT Operations Management • Hospital Service Maps • Integration/Orchestration
  9. 9. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 9 IT can drive end-to-end transformation Modernize IT Service Management Self-service portal and automated incident management
  10. 10. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 10 IT can drive end-to-end transformation Modernize IT Service Management Self-service portal and automated incident management Eliminate Service Outages Pinpoint disruptions, automate remediation and proactively address service issues
  11. 11. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 11 Modernize IT Service Management Self-service portal and automated incident management Eliminate Service Outages Pinpoint disruptions, automate remediation and proactively address service issues Run IT Like a Business Decision engine to map projects to business priorities IT can drive end-to-end transformation
  12. 12. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 12 Significant increase in customer satisfaction IT call volumes dropped by 70% within a few months Able to turn off IT support number entirely – everything works with self-service and chat Revolutionizing service in IT and beyond “To drive this type of transformation, you need to engage across your organization. It’s not just about technology – it’s about people, processes, and systems.” Briana Alexander Vice President of Process and Performance Excellence
  13. 13. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 13 The clinical staff was able devote their time to better customer service and projects Ability to quantify the amount of work we do for any department, whether for IT or clinical staff Meet SLAs 90 percent of the time for priority-1 incidents Breaking down barriers between clinical and business in healthcare “ServiceNow enables nurses to focus on helping patients rather than tracking work requests for IT equipment.” UPDATE
  14. 14. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 14 Dramatically increased end-user satisfaction and lowered support costs Visibility into how the underlying infrastructure relates to the business services, IT can now immediately identify when several services are affected Much more efficient and accountable Modernizing the service desk and eliminating outages with service mapping “ServiceNow is becoming our operational hub – both within IT and more broadly across our entire organization” Senior Director of IT Services, Regional Healthcare Provider (New England) Regional Healthcare Provider (New England)
  15. 15. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 15 Level of visibility never experienced before Device loss rate down to 6.02 percent Recovered $70,000 in just one month on carrier bill Hospice transformation with a human touch “More efficient staff means higher quality care and more time for family members to spend with their loved ones. There’s no metric that adequately captures the value of that.” Patrick Hale CIO
  16. 16. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 16 ServiceNow Delivering Value Across the EHR ONE-CLICK HELP BUTTON CHANGE AND RELEASE MANAGEMENT INFRASTRUCTURE MAPPING PROVISIONING ACCESS UNDERSTANDING PRIORITIZING AND MANAGING APPLICATION REQUESTS HELPDESK INTEGRATION “Streamlined BOR practitioner requests from 1500 work processes to 35 orchestration tasks” Solutions: Platform, Orchestration “Addressing ~4500 incidents per month with ServiceNow Help integration” Solutions: Incident Mgmt. “…increases valuable bedside time by alleviating time spent on the computer or phone talking to support personal.” Solutions: Core ITSM w/Integration(s) “OhioHealth’s Epic Journey wouldn‘t have been successful without Servicenow...” Solutions: Platform, Change, Release, Test Mgmt. “Real time visibility of services to provide better care” Solutions: Service Mapping, Discovery “Maximize value by leveraging out of the box capabilities…” Solutions: Portal, Demand, Project, Request
  17. 17. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 17 Change owners have visibility into services and can communicate with service/app owners prior to implementing a change Reduced incident volumes as a result of better change planning Automated service maps time to value by 4x Mapping EHR clinical application infrastructure “A service centric view of EHR infrastructure is helping improve recovery time from outage and reduce shadow IT..” Steven Tisdale Enterprise Applications Manager
  18. 18. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 18 Resolve security incidents and vulnerabilities fast Identify real security problems Prioritize by business impact Bring security and IT together Speed remediation with orchestration
  19. 19. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 19 Resolve security incidents and vulnerabilities fast Identify real security problems Prioritize by business impact Bring security and IT together Speed remediation with orchestration
  20. 20. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 20 Can now prioritize vulnerabilities that affect sensitive medical and financial data Significantly enhanced the security of mission-critical assets Created a highly structured, efficient process and know exactly where each vulnerability stands and what IT is doing to fix it Resolve security incidents and vulnerabilities fast “With ServiceNow, Prime has created a highly structured, efficient process. We know exactly where each vulnerability stands and what IT is doing to fix it.” Cameron Kracke Sr. Director, Information Security Operations
  21. 21. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 21 Make it easy for employees to get service Offer knowledge for self- service Automate case management Manage workflows across departments Consumerize the employee service experience
  22. 22. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 22 Make it easy for employees to get service Offer knowledge for self- service Automate case management Manage workflows across departments Consumerize the employee service experience
  23. 23. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 23 Giving employees the experience they deserve Reduction in HR Cases by 50% Increased efficiency in servicing HR cases 30% Increased capacity equivalent to 48 full- time HR resources or $3.9 million per year “Our employees love the HR portal, and ServiceNow has improved our employee service experience as it relates to working with HR and is rated favorably by over 90% of our employees.” Debbie Arnold VP, HR Operations
  24. 24. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 24 The Results Are Game Changing Energized Employees Game Changing Economics Higher Service Levels
  25. 25. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 25 Healthcare Companies Worldwide Rely on ServiceNow Logos are trademarks or registered trademarks of their respective owners and not ServiceNow
  26. 26. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 26 Manager Solution Consulting Healthcare Christopher Killion Christopher.kilion@servicenow.com +1(972) 265-5035 Chief Architect, Healthcare Drew Koerner Drew.koerner@servicenow.com +1 (408) 450-7399 Director Industry Solutions, Healthcare David Saintsing RN, MS david.saintsing@servicenow.com +1 (321) 402-1880 Manager Solution Consulting Healthcare Aaron Zuber Aaron.zuber@servicenow.com +1 (614) 745-7077 Questions
  27. 27. © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Materials may not be reproduced without the written permission of ServiceNow, Inc. 27 IT Security HR Customer Service Intelligent Apps

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