Healthcare Runs on People. Your Systems Should Too.

Ask anyone who works in a hospital what slows them down, and you rarely hear "patient care." You hear about the login that didn't work on day one. The badge request that sat in a queue. The HR form that had to be keyed into a second system. The scanner that went down with no clear owner.

None of that is clinical work. All of it takes time away from clinical work.

Healthcare organizations are under more pressure than ever to fix that gap. The good news: the operational side of care is exactly where modern workflow platforms like ServiceNow do their best work.

How the healthcare industry is changing

The workforce math is still tight. The U.S. Health Resources and Services Administration projects an 8 percent shortage of registered nurses in 2028. For licensed practical nurses, supply is projected to meet only 83 percent of demand that same year. When every clinician counts, hours lost to paperwork and broken handoffs are hours you can't afford.

• First impressions drive retention. Nurses, clinicians, administrators, and vendors all need access, equipment, training, and clear expectations before they can contribute. When onboarding runs on email chains and spreadsheets, new hires spend their first weeks waiting instead of working.
• Compliance keeps raising the bar. Missing or inaccurate documentation can lead to audit penalties and delays. Manual processes make it harder to prove what happened, when, and who signed off.
• Systems have multiplied. Mergers, affiliations, and years of point solutions leave many health systems running parallel tools for the same job. Data gets re-entered, requests get lost, and leaders lack a single view of what's happening.
• AI is moving into operations. Health organizations are looking at AI to triage requests, summarize documentation, and route work faster. The opportunity is real, but AI only works as well as the data and workflows underneath it.

Where ServiceNow fits

ServiceNow gives healthcare organizations one platform for the non-clinical work that surrounds patient care such as IT, HR, facilities, onboarding, and service requests. ServiceNow's Healthcare and Life Sciences Service Management connects to the EMR, so care teams can report and track IT, biomed, and facilities issues without leaving the system they already work in.

Regarding AI, ServiceNow is clear on one point: AI is not meant to automate care. Its job is to remove the obstacles around care, so clinicians can spend their time where it matters most.

That's the theory. Here's what it looks like in practice

What this looks like in real health organizations

Give managers and staff one front door

UCLA Health's HR team needed to support employees and managers across a large, complex academic health system. Managers were jumping between legacy tools to find information, submit requests, and track tasks, which pulled time away from patient care.

Working with Ondaro, UCLA Health rolled out a ServiceNow Employee Center Pro Manager Hub: a single portal for manager requests, with automated policy acknowledgments, training workflows, and staffing insights. The result was faster compliance task completion and stronger collaboration across departments.

Read the UCLA Health Manager Hub story.

Stop re-keying the data that drives payroll

Another problem UCLA Health tackled was HR staff manually re-entering ServiceNow data into UCPath, the PeopleSoft system of record, for onboardings, position changes, leaves, and separations. Every manual step created risk: overpayments, underpayments, dropped benefits, and delayed final pay.

Ondaro built a real-time integration from ServiceNow HR Service Delivery to UCPath. When a manager starts a workflow, the data moves on its own. Manual entry is gone, payroll risk is down, and audit readiness is up.

Read the UCPath integration story.

Know exactly what you're running

A large U.S. children's hospital had used ServiceNow for years, but its CMDB and discovery data weren't reliable. Without trusted data, IT couldn't see its full estate or make confident decisions.

Ondaro remediated the highest-priority issues: deduplication and reconciliation rules, cleaner configuration item classes, health dashboards, and a governance model to keep data accurate.

This matters beyond IT. Reliable configuration data is the foundation for every AI use case that depends on knowing what a device is, where it lives, and who owns it.

Read the pediatric hospital ITOM story.

Turn a generic request queue into a clear catalog

A global healthcare company found that 62 percent of its service requests came through a generic form. Requests stalled, teams lacked visibility, and performance was hard to measure.

In a three-month Service Portfolio Redesign, Ondaro created or revised 45 catalog items and added search to steer users to the right form. Generic requests dropped from 62 percent to 33 percent of total volume, avoiding roughly 5,200 generic requests per year.

Read the service portfolio story.

Bring two organizations onto one playbook

After a merger, a university-affiliated hospital system was running two sets of IT service and project management practices, each with its own approvals and reporting. Leadership couldn't see the full picture.

Ondaro expanded the existing ServiceNow instance to unify ITSM and Strategic Portfolio Management, automated demand intake, and built PMO dashboards for leadership. Organizational change management ran alongside the build, so people were ready for the new way of working.

Read the higher ed health system story.

A few honest lessons

Every health system is different, but a few patterns hold:

• Fix the data before you scale AI. Agents that route work on bad data route it to the wrong place, faster.
• Stay close to out-of-the-box. The organizations above kept customization light, which makes upgrades and future AI features easier to adopt.
• Involve the people doing the work. The strongest results came when frontline staff and managers helped design the workflows they'd use.
• Plan for change, not just go-live. New tools only stick when people understand why they're changing and what's in it for them.

Let's clear the path to care

You don't need more tools. You need a clearer path. Ondaro works with healthcare organizations to untangle the operational work that slows care, from onboarding and HR to IT operations and service delivery.

Ready to see where ServiceNow can make the biggest difference for your teams? Contact Ondaro to start the conversation.

Let’s navigate the future together.