California State Healthcare

Situation

A California State Healthcare organization had long struggled with an archaic ticketing system with a poor end-user experience and bad fulfiller experience. The Department needed to run complex reports every quarter, but accessing the data was exceedingly (and unnecessarily) difficult. Our client needed better data visibility and the ability to quickly generate reports.  Their wider goal was to implement a modernized solution to allow them to streamline work across the organization.

Task

As our engagement began, it quickly became apparent that Department leadership wanted more than a point solution.  They instead had a larger vision of a platform that would serve as an integrated, informational hub for the whole organization.  Near-term IT functionality was combined with long-term goals across HR, Security, and more to provide a true enterprise service management system.

Approach

Our team worked closely with executive leadership to modernize and streamline processes while taking a strategic, holistic approach to organizational change management to promote user adoption and enhance team capabilities.  We understood that to achieve the Department’s long-term goals our first priority should be to build a Configuration Management Database to serve as the backbone of the entire system.

New functions included:
– Incident Management
– Change Management
– Service Portal
– Service Catalog

– Knowledge Management
– And, CMDB
To ease the transition of Go Live for Phase I, we combined training and development with educational videos and enablement materials that guided the Department through solution adoption, aptly named “The Hub.”  Ongoing efforts continue to mature our client’s use of ServiceNow across Asset Management, Software Asset Management, and additional integrations to further centralize ServiceNow as their enterprise service management solution.

Result

With Cask, our client not only improved data visibility within their organization but also automated complex reporting functions.  The Department is now able to leverage standardized, ITIL-aligned processes to complete day to day tasks with up to the minute analytics on their activities and performance. In addition, the branded employee portal is growing in usage and continues to add new functionalities.