World's top-10 city healthcare agency improves uptime, reliability with Softility's ITOM solution
CMDB Accuracy Improvement
Reduction in Manual Operational Effort
Faster Incident Detection (MTTD)
Faster Resolution (MTTR)
Reduction in Data Duplication
Patients, ~85,000 Users Supported
The government healthcare agency of one of the world's largest cities, serving over 1.4 million patients annually across ~550 groups and ~85,000 users, was running one of the largest municipal healthcare systems in the US on legacy tools, fragmented data, and manual processes. Softility built an ITOM foundation on ServiceNow, improving uptime, visibility, and governance across the agency's hospital and clinic network cutting manual effort while raising CMDB accuracy.
Challenge
-
Severe reliability issues from legacy tools, fragmented data sources, and manual processes across a system spanning inpatient, outpatient, emergency, behavioral health, and home-based care.
-
Inconsistent, outdated CMDB records, duplicate and stale configuration items sprawled across multiple systems and spreadsheets.
-
Limited trust in impact analysis during incidents drove slow resolutions, high operational risk, and unpredictable change management.
Solution
Softility designed and implemented a structured ITOM solution on ServiceNow, emphasizing automation, application modernization, and data management for greater accuracy and governance.
Key elements included:
- integrating IBM Netcool with ServiceNow Event Management for real-time issue detection and incident creation;
- consolidating infrastructure, application, and database data into the CMDB with automated relationship mapping;
- building custom ServiceNow tooling for the enterprise SQL team to centralize database and dependency management;
- spearheading CMDB cleanup and normalization to eliminate duplicate records and standardize CI data;
- configuring ServiceNow Discovery for continuous, real-time detection of infrastructure changes.
The solution was delivered in phases to protect continuity of critical healthcare services throughout the transformation.
Benefits:
-
Faster, more informed incident response, with automated real-time event data and accurate dependency mapping guiding prioritization.
-
Significantly reduced manual effort and lower operational overhead, freeing IT teams to shift from routine maintenance and firefighting to optimization and innovation.
-
Stronger change management driving predictable service delivery and reduced risk during system changes, at city-wide healthcare scale.
About Softility's
Healthcare Solutions
About Softility's
Autonomous Operations
Manual firefighting doesn’t scale Softility’s Autonomous Operations unify Service Reliability, Network Operations, DataOps, and ITOps with AI-native intelligence, cutting alert noise, shrinking MTTR, and shifting teams from reactive triage to proactive prevention before problems ever reach a customer. The result: Enterprises running Softility’s autonomous solutions have cut NOC OpEx by 60% and MTTR by 55%, freeing skilled engineers for work that actually moves the business forward, not another 2 am page.
One thought on “World’s top-10 city healthcare agency improves uptime, reliability with Softility’s ITOM solution”
Comments are closed.