South London & Maudsley NHS Foundation Trust Case Study
Case Study:
South London & Maudsley (SLaM) ServiceNow Implementation
Introduction
South London & Maudsley NHS Foundation Trust (SLaM), a leading mental health service provider, embarked on a ServiceNow implementation project to enhance their IT Service Management (ITSM) and IT Operations Management (ITOM). Xcession, the implementation partner, was selected to support SLaM’s digital transformation journey. This case study focuses on the benefits and deliverables of the project, highlighting how the initiative drove operational efficiency and future-proofed the organisation's IT infrastructure.
Business Challenge
SLaM’s existing IT infrastructure, built on a BMC Helix instance, required a modernised platform to address the growing complexity of managing IT services. The organisation needed a scalable ITSM and ITOM solution that could improve the end-user experience, increase automation, enhance data insights, and support future growth. A seamless transition to ServiceNow was essential to meet SLaM’s objectives of achieving full ITIL process alignment, increasing operational visibility, and building a foundation for future integrations with key applications.
Project Overview
The implementation of ServiceNow for SLaM focused on replacing the legacy BMC Helix system with a modern ITSM and ITOM platform. The project aimed to improve user experiences, drive productivity, and support the organisation's broader digital transformation goals. Xcession followed the proven NowCreate Methodology, a structured approach ensuring Xcession’s smooth project delivery through five phases: Initiate, Plan, Execute, Deliver, and Deploy.
Key Deliverables
- Technical Foundation: Xcession set up the ServiceNow platform, including single sign-on (SSO) and Azure Active Directory (AD) integration for secure user provisioning. This foundational configuration was critical to ensuring the system's scalability and security.
- Core ITSM Modules: Incident, major incident, problem, and change management processes were configured to streamline IT operations and provide a seamless user experience. The system was designed to adhere to ITIL best practices, ensuring efficiency and reducing manual interventions.
- Service Catalog & Reporting: The ServiceNow platform featured a comprehensive service catalog tailored to SLaM’s needs, along with enhanced reporting and dashboards to provide visibility into IT service performance and compliance with service-level agreements (SLAs).
- Automation & Integration: Xcession integrated the ServiceNow platform with key systems such as Microsoft SCCM and Intune, enabling automated asset management, enhanced operational visibility, and streamlined incident resolution.
- Configuration Management Database (CMDB): The CMDB was configured to manage the trust’s assets, incident management, and change processes. This laid the groundwork for SLaM to manage a more complex IT environment with greater control and insight.
- UAT & Support: Xcession supported SLaM in UAT, ensuring that the platform met all functional and operational requirements. Training was provided through a train-the-trainer model, supplemented with recorded sessions to ensure seamless adoption across the organisation.
- Scalability:The ServiceNow platform was configured to support SLaM's future growth, including the integration of additional healthcare applications such as EHR/EPR. A roadmap for future capability extensions was established, ensuring that the system could evolve with the organisation’s needs.
Benefits to SLaM
Automation of routine tasks and the integration of key systems reduced the time required to manage IT services. This freed up resources, enabling the IT team to focus on more strategic initiatives.
The implementation of a user-friendly service catalog and the deployment of a virtual agent enabled faster access to IT services for both clinical and non-clinical staff. This significantly improved service delivery times and user satisfaction.
The ServiceNow platform was designed with scalability in mind, enabling SLaM to expand its IT capabilities as its operations grow. The future-proof solution provides a solid foundation for integrating additional healthcare-related applications, ensuring the system remains relevant for years to come.
Enhanced reporting and analytics provided by the new platform offered SLaM deeper insights into IT service performance. This allowed for continuous improvement through data-driven decision-making, helping the organisation optimise its IT operations.
Conclusion
Xcession’s implementation of ServiceNow ITSM and ITOM for SLaM not only streamlined their IT operations but also future-proofed the organisation’s infrastructure. By enhancing automation, improving user experience, and providing scalable IT services, the project laid the groundwork for SLaM’s continued growth and operational success.
Let’s Talk
Is ServiceNow ITSM right for you?
ServiceNow is a powerful platform that helps IT leaders enhance service delivery, increase agility, and boost productivity through AI and automation. At Xcession, our people ensure you get the most from your ServiceNow investment, helping you get organisation-wide benefits across IT, HR, Finance, and Facilities.
Xcession helps you make the most of ServiceNow. Let’s talk.