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CASE STUDY

Enhancing Database and Middleware Access Requests in ServiceNow for a Healthcare Company

Industry | Healthcare

Technology | ServiceNow

Location | United States

The client is a mid-sized healthcare company operating in the south of the US. The client aimed to optimize its ServiceNow platform by improving its Database and Middleware Access Request processes. The primary goals were to enhance user experience, increase workflow efficiency, and align with best practices in service management. This case study outlines the challenges faced, the strategic approach taken, the results achieved, and the benefits realized through the project.

Challenges

Existing workflows relied on hardcoded approvals, leading to inefficiencies and inconsistencies in the approval process.

State and stage values were not consistently updated, resulting in confusion and delays in request processing.

Notifications were configured directly within workflows, cluttering the system and leading to inconsistent communication.

The presence of custom tables complicated maintenance and scalability of the system.

Key Outcomes

Alignment with Best Practices

By adhering to governance standards, the company positioned itself as a leader in service management.

Higher User Satisfaction

Enhancements in the user interface and clear communications improved overall user experience.

Scalability and Maintenance

A focus on standardization reduced complexity, making the system more scalable and easier to maintain.

Solutions

Replaced hardcoded approvers with dynamic approval types defined in governance standards.

Established automated updates for state and stage values throughout the request lifecycle.

Transitioned from workflow notifications to event-based notifications to streamline communication.

Identified and eliminated unnecessary custom tables, promoting the use of standard ServiceNow tables for better maintainability.

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