Your orthopedist may see your knee, but only your primary care physician sees the big picture
How Fairview Health Services found (lots of) value in taking a big-picture view of its ServiceNow platform deployment
DISCOVERING THE
ART OF THE
POSSIBLE THROUGH
A CLEAR VISION
AND A
RATIONALIZED
VENDOR PORTFOLIO
The Situation
When you find a good primary care physician, you can feel like you’ve hit the jackpot, so valuable to one’s health they can be. The human body is a complex machine, and while good health absolutely requires specialized care dedicated to specific parts or systems of the body, having a truly centralized view of the whole patient is critical. Only a primary care physician can make sure treatments and prescriptions are balanced, and that during the health care journey the entire patient is always being taken into account.
Fairview Health Services, an industry-leading, award-winning nonprofit offering a full network of health care services in the state of Minnesota, was an early adopter of the ServiceNow® digital workflow platform, and had found great value in the technology. However, over time, while the company was discovering more and more use cases for the platform, it was also starting to lose the thread when it came to maintaining governance and a robust vision of the real return on investment (ROI) potential over top of that use case expansion.
Fairview knew it needed to understand from an end-to-end perspective all the many different ways the platform was being utilized and, more importantly, all the many ways it was, was not, and could be driving value. But how to best operationalize its vision of vendor rationalization and end-to-end execution? How to best achieve that much-needed “big picture view” and expand the platform enterprisewide for a digital transformation?
THE SOLVE
MORE THAN
6,000 HOURS OF
SERVICE REQUESTS
IN THE BACKLOG?
CLEARED.
The Impact
By focusing on solutions and outcomes rather than time and material constructs, Deloitte has been able to drive real impact to Fairview. While the project is ongoing, some of that value delivered includes:
- A significant reduction of technical debt, with a transformed and supportable backlog
- The addition of new, GenAI-enhanced and next-gen solutions and improvements (see example below)
- Faster ticket resolution
- More proactive and responsive problem management and solutioning
- An improved, modern end-user experience
- Rationalized license usage
- A streamlined point of contact for all ServiceNow requirements
For employees, including health care professionals serving patients and corporate users alike, the implementation has provided transparency and more reliable information on their technology requests, leading to faster resolution—and more time available for supporting programs that enhance patient care.
Leveraging the ServiceNow platform’s GenAI capabilities, Deloitte has enabled Fairview Citizen Developers (non-IT professionals) to create solutions directly in the platform, using low-code/no-code features that, not only enhance their day-to-day operations, but also allow the core ServiceNow team to focus on additional value-added activities.
In addition, benchmarks achieved to date include:
- During the first eight weeks of usage, NowAssist (GenAI) capabilities have been leveraged 16,000 times, saving approximately 1,000 hours of effort.
- Platform automations and integrations have resulted in over 30% resource efficiency.
- Platform health improvements have exceeded 10% due to reduction of technical debt and customizations, platform hardening, and proactive problem management.
- The rapid clearing of a backlog of more than 6,000 hours of unfulfilled service requests.
- An expansion of the ServiceNow platform scope and reach to additional stakeholders at Fairview within IT and the business.
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