At ServiceNow, we’re proud that we help our customers succeed. However, sometimes what we do transcends business outcomes, especially when it involves saving lives. That’s why the story of how one of our training teams made a life-and-death difference is so inspiring.
The story starts with a major public healthcare system with more than a dozen regional boards and over 100,000 employees. As the pandemic raged, the healthcare system needed to rapidly ramp up vaccinations to combat the spread of COVID-19. To do this, it had to implement an efficient and scalable vaccination booking system across all of its regional boards.
The healthcare system partnered with ServiceNow, adapting ServiceNow® CSM to create its vaccination booking platform. Speed was of the essence, so the local ServiceNow training team brought the healthcare system’s central IT team up to speed on incredibly short notice so they could manage the platform.
However, the central IT team quickly realized that it didn’t have the capacity to manage bookings across all of the regions. This led to delays and other issues. Because of the health impact, there was significant pressure from the government and regional boards to speed up vaccine bookings. The only solution was to move to a distributed model where each clinic managed its own bookings on the ServiceNow platform.
Once again—and again at extremely short notice—our training team stepped up to the challenge. It trained each of the regional boards, showing them how to set up and manage booking systems for individual clinics. This eliminated the central bottleneck and ensured that each clinic could make the best use of its vaccination capacity.
By making the boards self-sufficient, the training team helped the healthcare system to accelerate its vaccination program, reducing the spread of the virus, lowering the strain on hospitals, and saving lives.
Congratulations to the team for making a difference that truly matters.
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