Modernizing a healthcare leader’s ServiceNow platform for scale, security and speed
The Challenge
The client’s ServiceNow environment had become highly customized, unstable and costly to maintain. Key issues included:
- Heavy technical debt with 100+ custom fields per table
- Compliance risks under strict healthcare regulations
- Outdated integrations and catalog structures
- Fragmented SPM processes with limited visibility
- A fixed timeline requiring zero disruption to clinical operations
The Objective
Deliver a rapid, outcome driven transformation anchored in governance, agile execution and smart standardization.
The Solution
HCLTech implemented a dual wave roadmap covering ITSM, ITOM, SPM, ITAM and Vulnerability Response. Our approach focused on minimizing customization, modernizing integrations and standardizing catalog structures.
Highlights:
- 5% customization ceiling, eliminating 3,200+ non standard elements
- 68 legacy integrations audited, with modernization powered by Integration Hub and Service Graph
- 400+ catalog items rebuilt, supported by a new unified Employee Center
- 1,700 demands migrated with complete data integrity
- A high intensity war room model ensuring real time issue resolution
The Impact
The transformation delivered measurable operational, financial and compliance benefits.
Platform stability and performance
- 40% faster page loads
- 28% fewer P1 incidents
- 96% change success rate
- 50% faster catalog fulfillment
Cost and efficiency gains
- $3.2M annual OPEX avoidance
- Upgrade cycle reduced from 9 weeks to 3 weeks
- 40% faster clinician onboarding
Security and compliance
- Zero audit findings
- 100% vulnerability remediation pre go live
- 60% faster security incident response
Data quality and CMDB accuracy
- CMDB completeness improved from 32% to 94%
- New authoritative data feeds powering a “golden data set” of users, locations, companies and assets
The Result
A clean, standardized and scalable ServiceNow platform — fully aligned to CSDM, optimized for future upgrades and delivering enterprise wide visibility, agility and resilience.
This healthcare organization now operates on a modern, secure foundation that supports continuous growth while strengthening the reliability of patient care critical systems.
Related Case Studies
A leading US financial firm modernized its workspace with HCLTech, achieving smooth migration, strong user engagement and a more agile, connected workplace.
Learn how HCLTech modernized a European central bank’s data center infrastructure to deliver hyper-resilience, regulatory compliance and operational stability.
Learn more
A bold transformation story of how a global enterprise is building an AI-powered, automation-first infrastructure to achieve zero downtime, smarter operations, and future-ready scale.
Learn more
A global energy and chemicals leader partnered with HCLTech to modernize its WAN with SD-WAN, enabling secure, cloud-ready connectivity, improved performance and optimized network costs
Learn more
Transforming a complex hybrid IT environment through automation, governance and security, reducing incidents, remediating vulnerabilities and enabling a resilient, scalable operating model.
Learn more