Measured outcomes
Critical-incident MTTR down 71% (38 min → 11 min)
Service-desk satisfaction +34 NPS among clinicians
Four service desks consolidated, $1.2M annual savings on tooling + headcount
Single CMDB serves 18,000+ clinical and administrative assets
A 9-hospital health system ran four separate IT service desks — one per regional hub. Clinicians on rotation across hospitals dealt with four different ticketing portals, four different SLAs, and four different escalation chains. The CIO wanted one experience without losing the regional autonomy each hub depended on.
One ServiceNow ITSM instance with regional groups federated under a shared CMDB. Clinical-asset support gets distinct SLAs from administrative IT (clinical: 15-min P1 ack; administrative: 1h). On-call escalation chains pre-loaded per shift. Embedded clinician feedback widgets capture experience signals as part of every ticket close.
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