A Multi-Year Transformation Journey to Elevate Business Impact
The Cask team integrated seamlessly with our team and were truly partners, not just vendors.”
– Premise Health Representative
THE CLIENT
Bringing Healthcare Directly to Employees
Premise Health is a leading provider of direct healthcare services, serving over 250 of the largest self-insured employers across the United States. Their model brings comprehensive health and wellness services directly into the workplace for employees and their families. With a mission to humanize healthcare, Premise Health aims to make access to quality care as convenient as possible.
THE JOURNEY
From Tactical to Strategic Risk Management
Early in their digital transformation, Premise Health saw an opportunity to leverage ServiceNow to help standardize and automate processes across security, risk, governance, and beyond. However, they needed a trusted advisor who understood both their industry and strategic vision to guide a phased implementation that would drive real business impact.
In partnership with Cask, Premise Health has evolved its ServiceNow usage in a methodical manner, focused on priority business needs. It assessed its people, processes and technology, and thoughtfully expanded its Now Platform capabilities. Beginning with foundational security incident response capabilities, Premise Health has now implemented governance, risk and compliance functionality, vulnerability response, a custom data transfer governance application, and most recently audit management.
With the implementations, Premise Health has been able to centralize and standardize critical workflows, ditch manual processes and spreadsheets, and harness ServiceNow integrations to maximize value from existing technology investments.
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Building Incident Response Capabilities
To kickstart their ServiceNow journey, Premise Health implemented core security incident response functionality.
It now leverages automated incident categorization, assignment, and response workflows. Integrations with their MSSP and security tools provide seamless intake.
By moving from a ticketing mindset to orchestrated response, Premise Health accelerated incident resolution while reducing manual efforts.
Application:
• Security Incident Response
CSAT: 5/5 ★★★★★
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Streamlining Risk Management with GRC
Building on successful incident response implementation, Premise Health aligned risk management processes with ServiceNow GRC.
With automated policy, compliance and risk workflows mapped to industry frameworks, Premise Health eliminated reliance on spreadsheets. Centralized exception management enabled clear accountability.
Proactive visibility into risk positioned Premise Health to make data-driven decisions and mitigate exposure.
Applications:
• Governance, Risk and Compliance
• Policy and Compliance Management
• Risk ManagementCSAT: 5/5 ★★★★★
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Managing Data Transfers with a Custom Application
To manage growing data transfer needs across teams, Premise Health enlisted Cask to develop a custom ServiceNow application with reusable components to handle data extracts, file transfers, data imports, and more.
The scalable, modular application enabled version control, simplified testing, and positioned Premise Health for future expansion. Combined with reporting capabilities, visibility increased.
CSAT: 5/5 ★★★★★
Application:
• Now Platform App Engine
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Enhancing Data Governance with Staff Augmentation
To support the scoped application implemented the prior year, Premise Health brought on skilled Cask resources, including a Solution Architect, Senior Platform Engineer, and Project Coordinator for a complex Data Governance process.
Over the course of 9 weeks, this team successfully developed enhancements, resolved issues, and supported the Premise Health UAT, resulting in a more efficient and streamlined data governance system within the organization.
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Centralizing Vulnerability Management – Security Response Enhancement
Premise Health’s vulnerability management business processes were limited and inadequate, lacking clear ownership and accountability for vulnerability remediation and risk ownership activities.
Premise Health expanded core ServiceNow Security Operations applications, centralizing and standardizing Vulnerability Management and Remediation on the platform. Through this collaboration, they achieved a more robust approach to vulnerability management, enhanced the program with automated verification, standardized documentation of processes, and leveraged ServiceNow’s CMDB as a source of record. The result was a significant improvement in remediation processes, increasing the speed and quality of decision-making and establishing clear metrics for ongoing success.
Application:
• Security: Vulnerability Response
CSAT: 5/5 ★★★★★55
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Automating Audit Processes
Building on risk and compliance foundations, Premise Health implemented automated audit management processes.
With automated control testing and policy exceptions integrated with risk controls, issue remediation was streamlined. By migrating to a new integration, compliance scope expanded.
Integrating audit management decreased manual efforts while increasing visibility.
Applications:
• Audit Management
• Governance, Risk and ComplianceCSAT: 5/5 ★★★★★
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Facilitating Safe Workplace Transitions for Avalara
As Avalara sought to navigate the complexities of a safe return to the workplace, they partnered with Cask for the configuration and implementation of their newly-acquired ServiceNow Workplace Service Delivery applications.
The project focused on providing Avalara staff with an intuitive, accessible portal for reserving sanitized workspaces, as well as streamlining health screening processes.
Success was marked by the achievement of key performance indicators, including a documented objective 3rd-party assessment and the enablement of staff to safely reserve workspaces.
Applications:
- HR: Employee Center Pro
- Workplace: Employee Health Screening
- Workplace: Safe Workplace Dashboard
- Workplace: Workplace Reservation
April 2021August 2021October 2021April 2022July 2022December 2022December 2021
THE PARTNER EXPERIENCE
An Agile, Collaborative Partnership
Throughout each engagement, Premise Health and Cask have focused on Premise Health’s business and desired outcomes in order to develop tailored solutions leveraging ServiceNow best practices. Rather than using a one-size-fits-all approach, Cask’s advisors actively listened and collaborated to drive real business value.
The spirit of partnership and knowledge sharing has enabled Premise Health to maximize their Now Platform investment. As capabilities expand through each implementation, Premise Health moves closer to their vision of truly personalized, humanized healthcare experiences.
With a trusted advisor guiding their ServiceNow journey, Premise Health knows they have the right partner to turn possibilities into real, measurable progress both now and in the future.