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Wellstar uses ITBM on the Now Platform
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Wellstar transforms IT performance with data analytics and insights


Saved in annual costs


Reduction in incident response times


Accuracy of data in CMDB


To support Wellstar’s mission to enhance the health and wellbeing of every person it serves, the healthcare provider deployed ServiceNow technologies and solutions—rationalizing its IT assets and estate, embracing automation, and streamlining services.

More than healthcare. PeopleCare

Wellstar Health System sums up its commitment to delivering high quality, compassionate, and personalized care in just four words — “More than healthcare. PeopleCare”. From metropolitan Atlanta, Wellstar cares for one in six Georgians in hospitals, medical centers, hospices, and other healthcare facilities. The not-for-profit’s 25,000 health professionals and staff deliver over $900 million in unreimbursed treatment, care, and community programs every year.centers, hospices, and other healthcare facilities. The not-for-profit’s 25,000 health professionals and staff deliver over $900 million in unreimbursed treatment, care, and community programs every year.

From birth to end-of-life

Wellstar has grown rapidly as it strives to make world class, integrated health services available to all Georgians, from birth to end-of-life. To successfully expand at scale, reliable and streamlined IT infrastructure and services are essential.

Wellstar wanted a ‘single source of the truth’ for all IT information providing the data, analysis, and insights that managers need to support staff in delivering great patient care.

Complete visibility

Wellstar worked with ServiceNow Elite Partner, ITS, to develop a program of phased IT enhancements to reduce unplanned downtime, improve reporting quality and frequency, and ensure the availability and performance of key, frontline clinical applications. In particular, the program sought to gain complete visibility into Wellstar’s current and legacy IT infrastructure, to remove historical assets and customizations that impact on performance and prevent automation and process improvements.

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Wellstar Health System
Atlanta, Georgia

There is now widespread trust and understanding in our organization about just what ServiceNow can help us all to achieve.

Dianne Kokotoff

Executive Director, Enterprise Solutions and Automation

Getting a grip

By capitalizing on the power of ServiceNow Discovery and rationalizing and refreshing its Configuration Management Database, Wellstar now has a firm grip on its IT estate and capabilities, delivering a stable, efficient, and easy to use environment. By utilizing the full dashboard capabilities, Wellstar added enhanced reporting with performance analytics, increasing overall dashboard usage by 150%. IT Service Management and Strategic Portfolio Management are providing unprecedented visibility and control, and the process of maximizing the impact of automation is fully underway.

Performance improvements

Major incident response times have been cut by 25%, active users of self-service resources have increased by 510%, and root cause analysis on incidents has been reduced from 30 days to just four. In just 12 months the number of dashboards in use increased from 100 to 250 and the number of service catalog items from 15 to 910. Overall, it is estimated that these and other improvements have contributed to annual cost savings exceeding $500,000.

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Strategic Portfolio Management

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