60% ↑ CMDB Accuracy
~50% cut in manual ops
~40% faster MTTD
~30% MTTR improvement
Softility enabled the government healthcare agency of one of the world’s largest cities, serving over a million patients, to modernize its IT operations and ensure reliability, visibility, and governance across its vast hospital and clinic network. By establishing an ITOM foundation on ServiceNow, we helped the city agency improve uptime by reducing manual operational effort and creating a scalable platform to support patient- critical systems.
Challenges
The city agency operates one the largest municipal healthcare systems in the US, supporting over ~85,000 users across ~550 groups, and ~1.4M patients annually. The IT system delivers inpatient, outpatient, emergency, behavioral health, and home-based care across dozens of facilities.
- Severe reliability issues with legacy tools, fragmented data sources, and manual processes
- Infrastructure and application data sprawled across multiple systems and spreadsheets
- Inconsistent and outdated CMDB records, duplicate and stale configuration items
- Limited trust in impact analysis during incidents, slow resolutions, and high operational risks
- Poor governance with unpredictable change management and a high risk of disruptions
As the system scaled to support an increasing user base, the lack of a strong ITOM foundation drove higher operational costs and diverted IT teams from innovation and optimization.
Goals
The primary goal was to establish a reliable, governed ITOM and CMDB foundation that could support healthcare systems operating at the city scale. The solution aimed to:
- Improve infrastructure and application visibility across the infrastructure
- Reduce reliance on slow, manual, error-prone processes and tracking
- Strengthen governance and ensure predictable and safe change outcomes
- Lower operational overheads while supporting future scalability
Solution
Softility partnered with the government agency to design and implement a structured ITOM transformation on the ServiceNow platform, with a strong emphasis on automation, application modernization, and data management for greater data accuracy and good governance.
Key elements of the solution included:
- Smart Event Alerts: Integration of IBM Netcool with ServiceNow Event Management for automatic issue detection and incident creation in real-time.
- Data Consolidation: Seamless ingestion of infrastructure and application data, and database into CMDB with automated relationship mapping.
- Custom Tooling for Control: Built a custom ServiceNow application for the enterprise SQL team, centralizing the management of databases, instances, and dependencies to eliminate shadow tracking and improve visibility into clinical application dependencies.
- CMDB cleanup and normalization: Spearheaded CMDB cleanup and normalization efforts by establishing governance controls, eliminating duplicate records, and standardizing CI data to strengthen CMDB integrity and operational trust.
- ServiceNow Discovery configuration: Configured ServiceNow Discovery to ensure continuous and accurate detection of infrastructure changes in real-time.
The solution was delivered in phases to ensure continuity of critical healthcare services while progressively improving operational maturity.
Impact
With a trusted CMDB and automated ITOM workflows in place, the city healthcare agency transformed its patient-critical systems, enabling faster and more informed incident response, automated real-time event data, and accurate dependency mapping. Teams now have relevant information on impacted systems and prioritize resolution accordingly.
There is a significant reduction in manual effort, resulting in lower operational overheads, which enables IT teams to shift their focus from routine maintenance activities and firefighting to optimization and innovation. Stronger change management led to predictable service delivery and reduced risks during system changes.
With the new ServiceNow based solution, Softility enabled the government healthcare agency to deliver meaningful operational cost efficiencies by reducing redundant effort, minimizing avoidable incidents, and simplifying system administration at scale.
~ 60%
Improvement in CMDB accuracy
~50%
Reduction in manual efforts
~40%
Faster incident detection (MTTD)
~30%
Improvement in resolution (MTTR)
25–35%
reduction in duplication
~1.4M
Patients, ~85K users supported
About Softility
Softility is a digital transformation technology services provider of innovative solutions spanning diverse technology portfolios – cloud adoption and modernization, data engineering and analytics, AI-driven operations, and digital service management. We are the first-choice partner for several businesses requiring unique custom transformational journeys, right from early stage strategic advisory and quick solution design, implementation, delivery, to managed services. We’re a trusted long-term partner of several large businesses, including Fortune 500 telecom companies, SLEd organizations, healthcare institutions, large enterprises, and federal government institutions that are repeatedly choosing us over large tech consulting companies for their revolutionary digital transformation journeys.
ITSM Solutions
With best-in-class process consulting, 20 year advisory experience, and ITSM-ITIL best practices, we help you create powerful user experiences and empower you to stay on top of a rapidly-changing digital landscape.
Recent Posts
