Enterprise Knowledge Search · IT Operations Automation
Wellstar clinicians needed help inside the tools they already used, but disconnected service systems forced staff to hunt for answers, slowing care and making growth by merger hard to absorb without new support hires.
Reported impact
Wellstar used ServiceNow automation to absorb a merger without adding support headcount, generated the equivalent of 11 FTEs in capacity, achieved 300% ROI, cut incident response time by 25%, and reduced service desk handle time from 25 minutes to nine.
Wellstar used the ServiceNow AI Platform as the operating backbone for employee support across IT, HR, and facilities, then paired it with Moveworks and Now Assist for ITSM to put assistance where clinicians already work. Wali, the health system's assistant, is embedded in the intranet, Microsoft Teams, and the EMR support environment so staff can ask questions without opening a separate portal. Moveworks interprets requests, finds tip sheets and answers for Epic workflows, connects underlying systems, and completes simple tasks automatically. More complex issues flow into IT Service Management, where Now Assist summarizes incidents, drafts resolution notes, and helps generate new knowledge content from real cases. A common service data model ties the workflows together so support scales across the merged health system without additional headcount.
Clinicians ask Wali for help in the intranet, Microsoft Teams, or the EMR support environment. Moveworks interprets the request, connects systems, surfaces Epic guidance or completes the task, and sends complex issues into IT Service Management, where Now Assist for ITSM summarizes the incident and feeds knowledge back into future self-service.
Built on Moveworks and named for the Wellstar Automation Library, Wali lives inside the intranet, Microsoft Teams, and the EMR support environment
Incident response time dropped by 25%. Average service desk handling time fell from 25 minutes to nine, a 64% improvement.
Now Assist for ITSM instantly summarizes incidents so agents can understand issues without reading long ticket histories.
The result: 300% ROI and the equivalent of 11 additional FTEs in capacity, with funds redirected toward patient care.
Underpinning all of it is a common service data model (CSDM)
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Scoring methodology
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Traceability
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