Results
Applications
THE CLIENT
The client is one of the largest healthcare systems in its region, serving thousands of patients across multiple hospitals, specialty centers, and community clinics. In addition to delivering high-quality medical care, it supports a broad network of education and research programs that strengthen both patient outcomes and the local healthcare ecosystem. As part of its mission to modernize operations and improve governance, it sought new ways to align resources, prioritize demand, and make more strategic, data-driven decisions across its organization with ServiceNow Strategic Portfolio Management (SPM).
“Ondaro was an amazing partner in every sense of the word. It worked with us on process, user experience, growth opportunities, and taught our internal teams how to support this new tool. I highly recommend them as an implementation partner and will definitely use their services again.”
— Client Representative
THE CHALLENGE
As one of the region’s largest healthcare systems, the client was known for exceptional clinical care and medical education. But as new digital initiatives grew, its governance processes began to strain. Managing numerous strategic and operational projects led to overlapping priorities, resource conflicts, and limited visibility across departments.
The healthcare provider’s project management office realized its tools could no longer support the organization’s complexity. Without a centralized view of project demand, leadership struggled to make timely, data-driven decisions about priorities and resource allocation. Teams were often overextended or underutilized, spending more time reconciling spreadsheets than delivering value.
To strengthen visibility and enable confident investment decisions, the healthcare system needed a unified platform to standardize processes, improve transparency, and shift from reactive project tracking to proactive, strategic portfolio management.
THE SOLUTION
To achieve these goals, the client partnered with Ondaro to implement ServiceNow Strategic Portfolio Management (SPM), a single platform designed to align demand, resources, and strategic objectives. From the start, the healthcare system saw this not just as a technology project but also as a governance transformation. Ondaro guided that shift, helping the organization adapt its processes to ServiceNow best practices.
The first phase of the six-year roadmap focused on demand and resource management foundations. Together, the teams designed and built a framework to capture, prioritize, and allocate demand based on business value and organizational impact.
Key components of the solution included the following:
Ondaro supported the company through configuration, testing, and post-launch hyper care. By completion, the organization had evolved from a fragmented, reactive environment to a unified, data-driven portfolio management practice, achieving greater visibility, efficiency, and consistent governance across all work.
THE PARTNER EXPERIENCE
Throughout the engagement, the client’s teams described Ondaro as an approachable and knowledgeable partner that led with clarity and flexibility. Rather than imposing a one-size-fits-all implementation, Ondaro guided the company through a discovery process that respected its existing strengths while identifying areas for process alignment.
“Ondaro was easy to work with,” one project lead shared. “[They were] able to lead us where we needed to adjust our processes and where we could fit our process into the system.”
The collaboration was characterized by openness and mutual respect. The healthcare system brought a strong foundation in demand management, while Ondaro brought deep expertise in ServiceNow SPM best practices. Together, we achieved balance by combining the client’s domain experience with Ondaro’s technical and strategic insight.
The partnership not only ensured a smooth go-live but also left staff confident in maintaining and expanding the system independently.
Ondaro’s unparalleled expertise is ready to tackle your unique challenges and transform your aspirations into reality. We’ll listen to understand your requirements and offer a tailor-made approach that aligns with your strategic objectives.
Your journey to innovation is just a click away. Schedule your meeting with our Ondaro advisors and become part of the success story that defines your organization’s future.