IT Service Management

Who:

Scripps Health
8925 Rehco Road
San Diego, CA 92121 

When: January 2017 

What: The client needed  to replace or upgrade its existing ITSM tool (Remedy).

The Challenge: Over the course of 10 years, the clients ITSM tool "Remedy" had been given limited attention with inadequate investment to address the evolving demands of the I.S. Department and business.  The only formal processes in place supported by the tool was incident and asset management. Other processes such as change managementhad been managed on SharePoint.  Problem and release management as well as a knowledge base and Enterprise CMDB didn't exist.  The organization also wanted to eliminate the use of an access database used by the Audit and Compliance department for tracking audit results. 

The Solution: Develop roadmap and setup initial vendor assessments.  Initiated goals and formalized process management working groups followed by workshops to prepare for system implementation. Selected vendor (ServiceNow) and develop plans to implement: Incident, Problem, Change, Release, Request with Service Portal (Technical and Service Catalogs), Knowledge Base, Discovery, Service Mapping, Outage Response and Resolution, Ideation, Demand, Project Portfolio Suite (Waterfall and Agile), and Governance, Risk and Compliance.   

The Result: Selected ServiceNow to implement ITSM, ITOM, ITAM and ITBM; a $2M investment with an $18M, five year-return. T he above was implemented within a seven-month development implementation cycle.  Process Owners were identified and new processes developed, documented and implemented.   Additionally, 175 business services and service offerings were created.   These were mapped to 1700 applications in a newly developed Application Portfolio. All underpinned by an Enterprise CMDB consisting of approximately 150 thousand Configuration Items (CIs).   Incident categorization was reduced from 186 categories to 3 categories. This categorization transformed a legacy 'Category, Type, Item' or CTI classification to ITIL classification focused on the customer.   This alone resulted in a more meaningful tracking of tickets to underlying supporting CIs.  Three months after Go-Live, ServiceNow was critical to the initial successful implementation of the new Epic Electronic Health Record (EHR) system.