Case Study
ServiceNow ITSM Implementation for a Hospital
Industry: Healthcare | IT Service Management | Operations
The Challenge
The hospital’s IT help desk relied on emails and shared inboxes. SLAs were missed and critical requests got lost in the shuffle.
Our Approach
Scopewell implemented ServiceNow ITSM with incident, request, and change management modules, tied to Active Directory and TierPoint asset records.
Key Results
SLA adherence increased to 92%
Self-service portal reduced ticket volume by 20%
Improved audit readiness through centralized logging
Ongoing Support
Scopewell provides release management and CMDB enhancements.