CASE STUDY
Enhancing Database and Middleware Access Requests in ServiceNow for a Healthcare Company

Industry | Healthcare

Technology | ServiceNow

Location | United States

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The client is a mid-sized healthcare company operating in the south of the US. The client aimed to optimize its ServiceNow platform by improving its Database and Middleware Access Request processes. The primary goals were to enhance user experience, increase workflow efficiency, and align with best practices in service management. This case study outlines the challenges faced, the strategic approach taken, the results achieved, and the benefits realized through the project.

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    Challenges

    Existing workflows relied on hardcoded approvals, leading to inefficiencies and inconsistencies in the approval process.

    State and stage values were not consistently updated, resulting in confusion and delays in request processing.

    Notifications were configured directly within workflows, cluttering the system and leading to inconsistent communication.

    The presence of custom tables complicated maintenance and scalability of the system.

    Key Outcomes
    Alignment with Best Practices

    By adhering to governance standards, the company positioned itself as a leader in service management.

    Higher User Satisfaction

    Enhancements in the user interface and clear communications improved overall user experience.

    Scalability and Maintenance

    A focus on standardization reduced complexity, making the system more scalable and easier to maintain.

    Solutions

    Replaced hardcoded approvers with dynamic approval types defined in governance standards.

    Established automated updates for state and stage values throughout the request lifecycle.

    Transitioned from workflow notifications to event-based notifications to streamline communication.

    Identified and eliminated unnecessary custom tables, promoting the use of standard ServiceNow tables for better maintainability.

    What Customers Say about Royal Cyber

    We needed to buid fast, with complex front-end actions, but almost with no front-end developers. In this scenarion Royal Cyber was amazing, because many actions were already templated and were integrated directly. Good going! 

    80%

    Increase in Overall Efficiency

    Audience

    • Executives, CTOs, Director
    • IT Consultants
    • Business Analysts
    • Project Managers
    • IT Project Coordinators
    • Architects and Specialists
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