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NHS Digital, the national information and technology partner of the health and care system, is using the ServiceNow Platform as the backbone for its enterprise service management practices. ServiceNow is helping NHS Digital serve and support its network spanning more than 150 live services and more than 200 acute, mental health, specialist, and community trusts, connecting more than 20,000 health and care organisations and 1.5 million employees across the NHS.
To meet these demands, NHS Digital required a consolidated service platform for all key areas of business, including incident response, change management, reporting, service requests, and service status. NHS Digital commissioned ServiceNow and another consultancy Cognizant to develop a platform that would be scalable, manageable, and secure, while driving efficiencies and reducing complexities across its service, case, and incident management capabilities. With ServiceNow, NHS Digital is also ensuring a seamless, self-service experience for thousands of employees and clinicians across the NHS departments, trusts, and agencies. It also supports issues raised by citizens trying to use NHS digital services, such as the NHS App.
ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), and Security Operations (SecOps) crosses services including NHSmail, NHS Spine, IT operations, IT security, and other related services. It supports NHS staff to report issues with systems and then helps them to be managed swiftly and effectively so that they can be resolved.
“Healthcare is already complex and now it is facing some of the biggest challenges in modern history. NHS Digital recognises that this complexity should not be pushed onto the millions of employees, clinicians, and patients that rely and depend on these services every day,” said Jordi Ferrer, VP & General Manager of UK&I at ServiceNow. “With the flexibility and scalability of the ServiceNow Platform, we were able to build a service management platform for NHS Digital that meets the current and future needs of the NHS network and its employees.”
