Ramsay Health Care
– ServiceNow ITSM Implementation
Ramsay Health Care (RHC) is a global hospital group operating over 480 healthcare facilities across Australia, France, the United Kingdom, Sweden, Norway, Denmark, Italy, Indonesia and Malaysia. Providing a number of acute health care services, RHC is one of the top five private hospital operators in the world, employing more than 77,000 staff and treating more than 8.5 patients per annum. RHC Australia has more than 70 hospitals catering for a broad range of health care needs including surgical procedures, psychiatric care and rehabilitation services.
Ramsay Health Care was seeking a mature enterprise service management platform to underpin its IT service management capabilities. As part of the transformation, RHC wanted to align its existing processes to ITIL (Information Technology Infrastructure Library) and train the service management team on the new solution. Processes such as incidence management, change management, problem management, knowledge management, fulfilment and configuration management were required within the solution.
Our partnership with ServiceNow and experience in implementing ITSM (IT Service Management) for enterprise customers made Avec the right choice for this project. Our team used our unique project management methodology [blending Agile and Waterfall methods] to manage a range of professional services as they increased throughout the project.
The broad skill set of our people combined with our flexible process approach allowed for changes in scope to be incorporated into the project in a seamless and effective manner.
We managed a blended project team comprised of an engagement manager and multiple technical consultants to design and implement the ITSM Management module for the IT Service Desk and the organisation’s Applications and Infrastructure teams.
Our team commenced by embarking on a discovery and analysis phase of RHC’s requirements, which led to the design of suitable solutions and various components to address such requests. ServiceNow development services, including the creation of a suite of system reports for the Service Desk, the CIO and other teams were implemented. In addition, we provided comprehensive training services as part of our project deliverable and hand-off.
We successfully implemented The ServiceNow ITSM module incorporating the Rapid Start Tool Kit over a three month period.
Our team integrated the solution into Active Directory (AD), which provided the benefits of a new employee self-service portal, and a service catalogue with reporting capabilities which has increased RHC’s business efficiency. The new customer portal and service catalogue functionality was specifically tailored into the ITSM. Training RHS personnel to use the ITSM tool ensured the basic knowledge base we implemented would be supported by RHS going forward.
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