ServiceNow for the NHS

The jointly created accelerators provide new ServiceNow users a head start by reducing the setup costs and initial configuration.
New NHS service desks can get up and running quicker by using a shared instance saving implementation costs, internal resource cost for quick business value.

The ServiceNow enterprise IT service management platform combines ITIL® process support and SaaS delivery to provide a flexible, intuitive and self-managing application in the cloud.

TeamUltra and NHS have joined forces to develop a number of ServiceNow tool enhancements, which work to save organisations time and resources while rapidly delivering business value.

Tool Benefits

The service platform provides incident, problem, and change management, as well as management systems for IT specific (i.e. new software) and non-IT (i.e. an equipment loan) related requests.

Seamless Ticketing - enables the Trust Service Desks to gather the Connecting for Health (CfH) minimum data set - required to pass a call to the Local Service Provider (LSP) for resolution. After the LSP has dealt with the call, data is returned to the Trust Service Desk and fed into ServiceNow for closure.

• pass incidents between service desks
• updates to incidents on one system are automatically updated in a second system
• decrease calls to National Service desk
• increase inbound capability
• improve quality of service to the Trust and end users

Defect Tracking - Automatically input defect information from a supplier into ServiceNow to create new problem records or update existing records. Allow any interested parties to view defect records and progress in a central repository and create and schedule reports. If required, configure ServiceNow to notify interested parties by email when a problem record is updated.

High Severity Impact Incidents - Track High Severity Impact Incidents in ServiceNow and follow up actions for reporting progress in a single application. Improved communication with visibility of High Severity Impact incidents for consistent communication between service users and service providers.

Change Management - Any organisation, whether they be big or small, Private or public sector, can be daunted when it comes to implementing formal workflow based Change Management. Importing NHS specific forms, workflows, and email templates (all of which are supported by the necessary business rules and client scripts) saves implementation time and enables users to be up and running faster. Reduced set-up costs by approximately 5 days of build saved with the ‘Accelerator’ plug

Process Templates - The documenting and agreement of a formal Change Management process can be time consuming and take key stakeholders away from their ‘day jobs’. TeamUltra has used its experience of implementing Change Management to provide a process template, including all the key elements to facilitate and speed up the production of a Change Management process.

First Line support - TeamUltra provides organisations first line support to answer the ‘How do I’ questions and supplement ServiceNow support by diagnosing NHS client specific issues. Free first line support. Access to TeamUltra experienced consultants means that configuration questions and issues can be resolved quickly and at no cost to the customer.

Implementation and Training Service - Facilitated requirement gathering workshops, design and planning, and tool customisation and project management. Implementations services ranging from a live implementation of a new instance, to commissioning new modules and functionality within the tool. Training in administration, on specific modules as well as end-user training tailored to individual customer’s needs. Healthcare-specific functionality is included from the outset, reducing configuration time and costs.

Call +44 (0)1628 638001 to discuss your requirements
or email info@teamultra.net

Alternatively, to find out more, please complete our Enquiry Form