The challenge
The Nuffield Health IT function supports 35,000+ employees who are responsible for the delivery of services to patients and customers across all areas of the organisation. Having the right equipment, tools and support is vital. Before implementing ServiceNow, the support service was delivered by a blend of in-house and outsourced third party teams. Each of the teams was delivering well, but Nuffield Health understood that to truly keep pace with demand they needed a platform to consistently manage and optimise Service Desk, Central Support and Engineering processes and resources in a unified way, regardless of whether they sat in-house or externally.
Nuffield Health did not intend to build an internal ServiceNow centre of excellence which can be time consuming and expensive. From the outset, they understood the business value of working with an expert partner to take on the development and management of the platform.