Imagine slowed or faulty laboratory equipment during a life-altering, high-pressure research project. For the National Cancer Institute (NCI), the U.S. government's principal agency for cancer research and training, IT staff is tasked with responding to and resolving issues at top speed to prevent the breakdown of medical equipment.
It's a tough job — and IT's ability to respond directly impacts the quality of cancer research and training. Not long ago, the quality and speed of service from IT technicians at NCI was hindered by outdated, incorrect, or difficult to find documentation. Productivity across the team was drained by new employee's reliance on veterans for directions and training. Searching for information and back-and-forth questions stood in the way of getting the job done.
NCI engaged with SRA International — a leading provider of IT solutions and professional services to government organizations — to create an application that provides technical support staff with instant, mobile access and visibility into IT support information. The Knowledge Management & Mobility application, or KM ², provides on-the-go access to pertinent information.
With KM ², built on the ServiceNow platform, technicians can scan a QR barcode with a mobile device to get immediate access to office floorplans, asset information, detailed customer information, incident history and creation, device-specific technical documentation, vendor support agreements, information to re-order supplies, and device history.
The app enables the organization to migrate to a new, improved way of managing and finding documentation and related knowledge and resolve incidents faster than ever before. Here's a video of how KM2 works.
"By giving technicians the information they need to deliver top IT support services on their smartphone or laptop, NCI is building a culture of mutual trust with its employees," said Kamal Narang, vice president of SRA's Health business. "NCI's cancer research and treatment will be more efficiently supported, and the impact will be realized every day for years to come."In addition to being honored as the "Innovation of the Year" at ServiceNow's Knowledge15 conference, NCI will speak as part of a panel with Oak Ridge National Lab and the United States Postal Service at today's Federal NowForum in Washington, D.C. on how award-winning organizations are driving change in their organizations by taking the IT service model into service domains across the enterprise.
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Learn more about the National Cancer Institute and SRA's winning application:
