IT Operations Automation
Sentara needed one integrated technology ecosystem for its One Sentara transformation, but fragmented support and manual outage handling consumed help-desk time and made it harder to scale consistent employee services across hospitals, health plans, and future expansion markets.
Reported impact
Sentara now runs 100% of annual resource planning in ServiceNow, supports staff through a 1,500-item service catalog, automates outage notifications so agents stay available for higher-priority clinician issues, and uses the same platform foundation to support One Sentara and expansion into Florida.
Sentara expanded its long-running ServiceNow estate into the operational backbone for the One Sentara program, using IT Service Management, IT Operations Management, Strategic Portfolio Management, and Virtual Agent to unify employee support and IT planning. IT Service Management provides the 1,500-item service catalog, incident workflows, outage records, and self-service foundation used by staff across hospitals and health-plan operations. Strategic Portfolio Management now holds the full annual resource-planning process, breaking work down across more than 100 resource groups so executives can make resourcing decisions from one dataset. Virtual Agent and portal self-service reduce dependence on manual channels, while the wider platform automates outage reporting and ticket creation through a telephony integration. The result is one ServiceNow environment that handles frontline support, operational automation, and portfolio visibility as Sentara expands into Florida and beyond.
Service requests, outage records, catalog interactions, and portfolio data are captured in ServiceNow. Virtual Agent and the self-service portal handle routine needs first, the help-desk telephony integration plays outage messages and creates incident tickets for callers, and Strategic Portfolio Management rolls resource and project demand up into executive planning views.
"On one occasion alone, around 80 callers-all wishing to report the same problem at the same time-instead received an automated message and then a follow-up email when the issue had been resolved."
"Sentara and partner, 3CLogic, built an integration in ServiceNow that automatically plays a recorded message about current outages to the caller."
"Sentara's entire annual resource planning process is being conducted in ServiceNow SPM."
"Sentara's platform includes numerous built-in self-service features, including a 1,500-item service catalog and Virtual Agent."
"ServiceNow is the strategic platform that drives all IT activity at Sentara-and it's the platform that will stitch everything together as we become One Sentara and extend our service into Florida and beyond."
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