Case Study

Integrating ServiceNow with EPIC for delivering better patient care

A strategic integration of ServiceNow ITSM and EPIC redefined patient care for a leading US healthcare organization.

By integrating ServiceNow with EPIC, a leading healthcare organization sped up incident resolution by 40%, boosted self-reported issues by 25%, and accelerated caregiver IT onboarding by 70%.
Industry & Region: Healthcare, US
Technology Stack: ServiceNow ITSM (IT Service Management), EPIC
Client Overview
Our client is a leading and forward-thinking healthcare organization in the US, dedicated to providing exceptional patient care and medical services. With a robust team of 3,700 employees, they serve the local communities with a commitment to excellence and innovation.
Business Challenge
The client faced multiple challenges in maintaining consistent standards in patient care while managing operational costs. The organization sought to streamline caregiver onboarding and IT service requests within EPIC, its comprehensive digital care management system. EPIC runs on a touchware-enabled platform with many UI screens and modules, facilitating electronic medical recordkeeping, communication through MyChart and more.
One primary challenge was the need for faster and more efficient caregiver IT onboarding. Additionally, the organization aimed for more personalized patient care and a shift towards self-reported incidents for quicker resolution. To address these challenges, the client recognized the necessity of simplifying processes and leveraging technology for overall healthcare delivery enhancement.
Solution Offered
In response to the client’s challenges, KANINI proposed a comprehensive solution centered around ServiceNow. Particularly, the solution was focused on. We integrated ServiceNow’s IT Service Management (ITSM) module with EPIC. The goal was to standardize and automate processes, reducing the burden on IT operations and enhancing cost-effectiveness, productivity, and user experience.
Key Components of the Solution:
  • Standardization and Automation: Implemented ServiceNow to automate manual tasks, remove process bottlenecks, and standardize various aspects of caregiver onboarding and IT service requests.
  • Unified Platform: With ServiceNow’s unified platform, we could improve the response time to patient queries, lower operational costs, and facilitate a shift towards a more patient-centric approach. This included incorporating self-service options to empower caregivers and patients alike.
  • ITSM and EPIC Integration: The integration of ServiceNow ITSM with EPIC included a unique feature – a floating help button that appears over the EPIC platform, accessible to both – the provider’s staff and patients. When a patient visit request is being raised, this button captures the current screen and automatically creates a ticket on ServiceNow. Leveraging APIs, EPIC pushes and pulls data, initiating the ticket creation process and ensuring seamless communication between the two systems.
Value Delivered
  • 40% increase in timely incident resolutions.
  • 25% shift to self-reported incidents.
  • 70% faster caregiver IT onboarding.
  • Enhanced patient care experiences.
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Integrating ServiceNow with EPIC for delivering better patient care