Eliminating delays in server builds using ServiceNow ITOM automation

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Session Code: BRE1878

Presenter(s): Patrick Beauchemin, Will Hallam, Edward Davis

Company(s): ServiceNow, Capital District Physicians' Health Plan (CDPHP), CDPHP

Abstract: Capital District Physicians’ Health Plan, Inc. (CDPHP®) is a not-for-profit, community-based health plan serving 370,000 members in 26 counties across upstate New York. Our ITOM footprint spans over 1,800 servers which host 300+ applications and services, generating over 4,000 events per day. We build on average 170 Windows and Linux servers per year. Imagine a world where it can take 30+ days from initiation of a new server request to delivery of the actual server due to multiple manual touchpoints. This was a reality that we desperately needed to escape from. A painful approval process, manually generated excel spreadsheets and manual tasks to build/configure the server according to corporate specifications all introduced unnecessary time into the process. See how we streamlined this process to complete in less than an hour and completely eliminated manual intervention while still meeting all of the corporate requirements using a combination of custom application development and ServiceNow’s orchestration module. We'll also cover the business drivers and migration strategy from legacy Orchestration and Workflow to IntegrationHub and Flow Designer.