Case Study

Mergen IT, with its specialized ServiceNow IT Operational Management (ITOM) expertise, introduced the ServiceNow Service Mapping and Event Management solutions to the healthcare provider. Service Mapping enabled the organization to discover and map the relationships between various IT assets and services. This provided a comprehensive understanding of the dependencies and interactions, creating a more accurate and up-to-date Configuration Management Database (CMDB).

The Event Management solution allowed the healthcare provider to proactively monitor and manage events and alerts from its IT environment. By leveraging artificial intelligence for IT operations (AIOps), the solution identified critical events, reduced false positives, and swiftly isolated root causes to facilitate faster problem resolution. This proactive approach minimized potential disruptions to patient care and improved overall service health.

• Enhanced Operational Efficiency: With Service Mapping, the healthcare provider achieved streamlined operations, leading to faster incident resolution and reduced downtime. The comprehensive view of asset interdependencies allowed IT teams to address issues promptly and efficiently.
• Proactive Incident Management: The Event Management solution empowered the organization to take a proactive approach to incident management. By quickly identifying critical events and root causes, IT teams could prioritize and address issues before they escalated, ensuring continuous service availability.
• Compliance and Risk Mitigation: The centralized CMDB and accurate asset information enabled the healthcare provider to maintain compliance with industry standards and regulations. This reduced the risk of potential breaches and safeguarded patient data.
• Improved Patient Care: With ITOM in place, the healthcare provider experienced minimal disruptions to its critical IT services, ultimately contributing to enhanced patient care and satisfaction.