September 4, 2025
Results
Applications
THE CLIENT
The client is a leading academic health center focused on providing a high standard of health care through innovation and compassion. Through collaboration and innovation, doctors and researchers improve care for patients everywhere. From heart surgery and organ transplants to cancer treatment, brain health, and mental health care, this health center brings the latest technology and treatments to patients to help people live healthier lives.
The organization has used ServiceNow for more than four years and sought to further improve efficiency and collaboration. In an effort to consolidate systems, the health center began a process to bring legacy tools together and implement a single HR management portal.
– Client Representative
THE CHALLENGE
The client has successfully used the ServiceNow platform for four years but now has a variety of legacy systems to manage its HR service delivery processes. Managers needed to navigate multiple systems for accessing information, submitting requests, tracking tasks, and other processes.
The lack of a centralized portal created inefficiencies and took valuable time away from patient care initiatives and strategic planning. Communication and collaboration between departments were also harder than they needed to be. The scattered legacy systems also created risk for the organization in its compliance efforts, and a lack of streamlined access to policies and procedures often left more room for mistakes.
The health center sought a new approach to improve processes, efficiency, and communication. Managers needed a single hub that pulled information, oversight, and tasks into one place and made their jobs easier. By solving these challenges, the client could allow employees to focus on critical strategic planning and patient care.
THE SOLUTION
The client partnered with Ondaro to design and implement a ServiceNow Employee Center Pro Manager Hub. This solution brought together multiple workflows into a single, user-friendly interface. By building on out-of-the-box ServiceNow capabilities with minor customizations, Ondaro guided the health center through a strategic transformation.
Key solution components included the following:
This solution was achieved through three sprints, with thorough testing and feedback throughout the project. The result was a platform that not only met the health center’s immediate needs but also created a foundation for future improvements. With its new ServiceNow Manager Hub, the health center achieved a seamless, unified experience for its managers that supports its broader mission of patient care.
THE PARTNER EXPERIENCE
Ondaro was a trusted partner, providing valuable guidance for the health center through the transition. The project’s success was rooted in collaboration. The client’s leaders and stakeholders were actively involved in shaping requirements and validating designs.
Ondaro listened carefully, explained things clearly, and worked patiently with team members who were new to ServiceNow. Survey feedback highlighted how responsive and knowledgeable the team was, helping the health center feel confident throughout the project. With regular communication and early planning, the partnership made the transition smooth and stress-free.
This close working relationship gave the health center more than just a new system: It gave the organization confidence that it had a trusted partner to guide it through the process.
Let’s Innovate Together!
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.