Results
Applications
THE CLIENT
The client is a nonprofit healthcare organization for a university providing services to a large community. Guided by a physician-led medical group, the healthcare organization connects patients to expert care supported by a top academic medical center. Widely recognized for its focus on safety, technology, and inclusion, the organization also promotes wellness through public education initiatives and outreach programs.
THE CHALLENGE
When the client merged with another healthcare organization, the combined entity faced the challenge of unifying its service and project management practices. Each organization had developed its own systems, approval paths, and reporting structures, which could result in delays and limited visibility. Leadership needed consolidated IT service management (ITSM) and project oversight, a system that could connect people, processes, and performance data across the newly combined organization.
The client’s existing ServiceNow instance supported ITSM, but the platform needed to be expanded to include the new organization with unified processes. The client sought a solution with automated processes and greater project visibility for leadership; and needed a common approach using elements from both organizations while introducing standardized and efficient practices.
THE SOLUTION
Ondaro partnered with the client to expand the existing ServiceNow environment to include the newly merged organization. The goal went beyond technical integration to redesign how projects, portfolios, and services were requested, approved, and delivered.
Ondaro and the client developed a roadmap centered on four key solution areas:
To support adoption, Ondaro’s organizational change management (OCM) specialists conducted stakeholder analysis and built communication plans to ensure that end users understood project features and timelines.
Through these efforts, the client gained a standardized, automated, and transparent system that aligns both legacy organizations under one efficient ServiceNow platform. By focusing on alignment, automation, and visibility, the client successfully merged two operational cultures into one cohesive management environment.
THE PARTNER EXPERIENCE
Through the collaboration, the client achieved its central goal: one integrated ServiceNow instance serving as the system of record for project and service management. The expansion unified the newly merged organization under shared governance, efficient demand processes, and real-time visibility.
The client and Ondaro teams worked together following a sprint testing model, mirroring the process used by the existing ITSM team. Ondaro guided the healthcare provider through the expansion, ensuring that the new configurations met business needs and supported unified business processes and goals.
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.
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