The snapshot
1
Amsterdam UMC harmonised IT services across multiple locations, improving end-user satisfaction.
2
Standardised operations through ServiceNow implementation lead to greater efficiency.
3
Established a foundation for future integration and process improvement across the organisation.
About Amsterdam UMC
Amsterdam UMC is the largest academic hospital in the Netherlands and can also compete with the largest on an international scale. Its main tasks are treating patients with complex and/or rare conditions, conducting scientific research, and providing (academic) education. Amsterdam UMC was created from an administrative merger of the Academic Medical Center and the VU Medical Center.
The Challenge
The IT services within Amsterdam UMC from both locations (AMC and VUmc) have merged, creating one IT Department for the entire Amsterdam UMC. An important task for this new department was to harmonise the service provision and the underlying processes. Part of this was the implementation of the tooling (technology) for IT Service Management. The main challenges during the implementation were:
- Improving the experience of end-users/customers.
- Organising operations (processes) efficiently so that Amsterdam UMC could free up time and resources to further improve IT service provision.
- Standardising operations in the set-up of the tooling.
Improving the experience of end-users by harmonising the service provision and the underlying processes
The Solution
The implementation was carried out based on an Agile/Scrum approach. A team was assembled with expertise in the following areas:
- Functionalities: inventorying requirements from the process and user organisation.
- Technical Realisation: setting up the workflows in the tooling and integration with other tools.
- Implementation: requirements from the management and user organisation for a successful implementation with a high level of acceptance.
The decision was made to maximise the use of ‘best practices’ and the standard functionalities available to accelerate the implementation.
The better change
End-user satisfaction with IT services increased significantly.
IT Service Management processes are standardised through ServiceNow implementation.
Foundation established for future integration and process improvements across Amsterdam UMC.
The IT Service Management processes have been set up on the ServiceNow platform. This has laid the foundation for the transition to Enterprise Service Management, which will make it possible to further integrate the long-term processes towards, for example, Project Portfolio Management, Facility Management, and Human Resource Management.
The implementation has contributed to standardising the organisation of operations (processes) within Amsterdam UMC. With this standardisation, the process management has been organised efficiently and effectively. The satisfaction of end-users with the IT service provision has improved. Of course, we are still looking for opportunities to further utilise the ServiceNow platform for even greater efficiency and an even better user experience. This has become a continuous process.
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