Modernizing healthcare leader’s ServiceNow platform

Modernizing a healthcare leader’s ServiceNow platform for scale, security and speed

A leading U.S. healthcare provider partnered with HCLTech to eradicate years of technical debt, elevate regulatory compliance and transform its enterprise ServiceNow platform in just 13 months.

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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Outdated integrations and catalog structures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.