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ITS introduces ServiceNow, the new IT Help Desk solution

Admit it. When you want something done, you want it done now. The time in “getting it done,” is critical in health care. 

Information Technology Services (ITS) understands, especially when so much of today’s patient care relies on technology. Staff members need fast, easy access to systems, hardware, software, and telecommunications that do not get bogged down in process. 

Enter ServiceNow, a new, customer-friendly ITS platform that will help transform the service request process and replace Remedy, the current system used to log requests for services. 

“ServiceNow will create optimal experiences, deliver services and resolve customer needs faster,” said Lisa Stump, YNHHS senior vice president and chief information officer. “Our digital transformation initiative ensures that resources are streamlined and easily accessible. As part of this initiative, ITS is unifying and modernizing all request portals to ServiceNow.”

ServiceNow will be rolled out in phases throughout the fiscal year; Phase I is scheduled to go live Dec. 5. Training will be provided via Infor/Learning Management System.

ServiceNow offers staff a catalog of IT services to report non-urgent issues and submit requests from a new, self-service portal, said Cynthia Manning, director, ITS Non-clinical Applications. Urgent issues and requests should continue to be reported directly to the Service Desk.

IT catalog items include new equipment requests, business and clinical access, telecommunications support, email services and more. Typically, employees would call the Help Desk for these items, but come early December, they will use the ServiceNow portal. 

“This new platform will help ITS deliver resilient services that increase productivity and create an amazing customer experience wherever our employees work, while helping ITS efficiently manage the thousands of requests we receive,” Manning said. 

The Service Desk staff handles an average of 33,000 customer contacts per month. The Service Desk resolves about 60 percent of the issues; the remainder are routed to ITS service partners for resolution.