The Healthcare Software-as-a-Service (SaaS) market is seeing exponential growth and is expected to reach $58.89 billion by 2029 at a CAGR of 20.9%. Healthcare leaders across the world are harnessing this momentum to make workflows more efficient and deliver better value in care.
According to a Deloitte Survey, 72% of healthcare C-suite executives emphasize the need to invest in a consolidated technology platform to improve efficiency and reduce costs.
This is where ServiceNow Healthcare and Life Sciences (HCLS) service management serves as a strategic enabler, bridging technology, people, and processes on a single platform. ServiceNow HCLS-SM empowers healthcare providers, payers, and life sciences companies to meet the evolving challenges and disruptions in the healthcare industry.
Offering configurable, pre-built workflows, ServiceNow facilitates end-to-end automation of workflows and provides better visibility across various functional areas. Additionally, the Now Platform’s enterprise-grade compliance – HITRUST Certified, SOC 2 Compliant, and FedRamp Authorized – ensures top-notch security and privacy by design.
Challenges in Healthcare Workflows
Healthcare organizations struggle with numerous challenges, including operational silos, exploding data volumes, disparate tools, and legacy systems, that hinder interoperability and integrated care delivery. Here are some of the common stumbling blocks:
1. Data fragmentation and legacy systems that hinder consolidated patient views and delay critical decision-making.
2. Manual, repetitive processes that slow down tasks such as patient onboarding, authorizations, and visit management.
3. Poor cross-functional coordination (across labs, pharmacy, payers, vendors) that delays diagnostics, medication delivery, and claims processing. This leads to operational bottlenecks and impacts patient experience.
4. Physician burnout from manual administrative tasks in addition to clinical responsibilities.
5. Limited patient self-service that impacts rapid patient onboarding, community support, and instant access to knowledge bases, resulting in patient frustration.
6. Lack of visibility into operational and clinical metrics, which obstructs efficient capacity planning and impacts preparedness for public health-level initiatives.
How ServiceNow Healthcare and Life Sciences Service Management Addresses These Gaps
ServiceNow HCLS is designed to deliver personalized, 24/7 experiences for patients and enterprise-grade efficiency for healthcare organizations across the care continuum, including providers, payers, and life sciences companies.
- Patients can access self-service portals for instant care assistance, while healthcare teams and administrative staff can be freed from their routine, manual tasks to focus on other higher-value activities.
- Healthcare leaders can move toward achieving true data interoperability, reduced clinician burnout, patient 360, efficient medical device management, and actionable performance analytics.
- The platform transforms fragmented processes into connected, data-driven workflows that enhance user experience while keeping the human touch at the center of care.
How ServiceNow Healthcare and Life Sciences Service Management Addresses These Gaps
ServiceNow HCLS is designed to deliver personalized, 24/7 experiences for patients and enterprise-grade efficiency for healthcare organizations across the care continuum, including providers, payers, and life sciences companies.
- Patients can access self-service portals for instant care assistance, while healthcare teams and administrative staff can be freed from their routine, manual tasks to focus on other higher-value activities.
- Healthcare leaders can move toward achieving true data interoperability, reduced clinician burnout, patient 360, efficient medical device management, and actionable performance analytics.
- The platform transforms fragmented processes into connected, data-driven workflows that enhance user experience while keeping the human touch at the center of care.
Real-World Use Cases of ServiceNow Healthcare and Life Sciences Service Management
ServiceNow HCLS service management empowers healthcare and life sciences businesses to streamline patient engagement and manage critical workflows across clinical, administrative, and technical domains. By leveraging predictive intelligence and pre-built performance dashboards, healthcare leaders can gain deep insights into processes, identify inefficiencies, and make data-driven decisions. Some of these key capability-driven use cases are:
- Pre-Visit Management Automation
ServiceNow’s Pre-Visit Management, Consent Management, and Digital Documentation capabilities offer automated, auditable processes. These replace the inconsistent manual processes with guided healthcare workflow automation, resulting in better coordination and visibility for shortened time-to-treatment and reduced patient no-shows.
Stakeholders can access data at their fingertips, enhancing clinical decision-making and ensuring robust logging of the patient diagnosis timeline. Case studies show a drastic reduction in patient registration time (from days to just a few minutes) and enhanced productivity among clinical staff.
- Vaccine Administration Management
Ever since the COVID-19 pandemic, healthcare stakeholders have recognized the importance of having reliable, scalable vaccine administration systems in place to manage both routine immunizations and emerging public health threats. ServiceNow’s Vaccine Administration Management capabilities enable real-time tracking of vaccine inventory, automate appointment scheduling based on vaccine availability, and coordinate administration across multiple locations.
Beyond pandemic response, these capabilities are increasingly being leveraged for preventive care campaigns and population health initiatives, ensuring readiness for public-health challenges.
- Patient 360
As healthcare moves toward more connected and patient-centric models, having a unified and intelligent view of patient data has been a key focus area for organizations.
ServiceNow Patient 360 brings together clinical and administrative data from EHRs, billing systems, and lab results into a single, secure dashboard. This unified view eliminates data silos, offering a consolidated narrative for each patient. The result is personalized treatment plans, proactive management of chronic conditions, and continuous post-discharge care. It also empowers seamless telehealth integration and more accurate clinical decisions.
- Clinical Device Management
Healthcare delivery relies heavily on connected medical devices, making clinical device management critical for ensuring patient safety and timely medical intervention. However, challenges around device tracking, inventory management, and maintenance create bottlenecks in effective clinical device management.
ServiceNow’s Clinical Device Management capabilities enable real-time tracking of all devices in a facility, automated inventory updates, and preventive maintenance. This allows healthcare organizations to reduce the risk of device shortages or downtimes, ensure patient safety, and minimizes the risk of human error.
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Retaining Human Touch in Healthcare with ServiceNow
Even in an era of end-to-end digitalization, human touch in healthcare remains irreplaceable. Beyond the exchange of services and personalized digital experiences, the healthcare industry functions on a bedrock of empathy, connection, and trust. ServiceNow can be a true enabler when it comes to blending healthcare digital transformation with empathetic care through:
- AI-powered contact centers that enable faster, effective communication and issue resolution.
- Humans-in-the-loop AI models that ensure ethics, empathy, and human oversight across automated healthcare workflows.
- Self-service patient portals offering anytime, anywhere access to healthcare services.
- Remote patient monitoring (RPM) capabilities, allowing care providers to assist patients beyond clinical settings, helping them feel seen and supported, even when they are recuperating at home or in nursing centers.
- Optimized resource allocation and automation, providing respite to overburdened clinical staff to focus on patient care.
Ready to Deliver Smarter, Human-Centric Care with ServiceNow?
With 77% of healthcare organizations investing more in AI, the role of ServiceNow Healthcare and Life Sciences Service Management and its native AI capabilities has become even more critical in driving intelligent automation, interoperability, and value-based care.
ServiceNow’s predictive intelligence, natural language understanding, and automated decision support unlock powerful use cases for healthcare and life sciences teams to focus more on outcomes than operations.
KANINI is a trusted ServiceNow implementation partner, empowering organizations to modernize their digital environments and embrace cutting-edge healthcare and life sciences solutions that enable integrated and informed care decisions. Talk to our experts to learn more.
Frequently Asked Questions
ServiceNow HCLS consolidates fragmented data and workflows into a unified platform, with the capabilities tailored to suit the unique needs of healthcare organizations. It drastically reduces patient registration times and streamlines process flow to reduce manual effort and enhance patient experience.
Key use cases include rapid patient onboarding, digitalized pre-visit formalities, unified patient view, and self-service portal for patients. These drive operational efficiency, better coordination between care teams, and personalized patient engagement while optimizing costs.
ServiceNow HCLS is an industry-specific capability built on the overarching ServiceNow Platform. It leverages the same underlying data model, workflow engine, and integration capabilities rather than a wholly separate system. This means that the GenAI and Agentic AI capabilities embedded in the ServiceNow platform can also be harnessed for the Healthcare and Life Sciences module.
Author
Rama Pappu
Rama is a ServiceNow Architect at KANINI, with 18 years of experience in the IT industry and a robust background in consulting and design. He has a proven record of assisting enterprise customers in optimizing and expanding their ServiceNow platform.
