The Change Module in ServiceNow is a tool that supports many activities of the region, Søren-Ole Lomholt continues.
– The important features are built into the system, just like the different roles of the organization – and the system can have many different users.
– 26,500 employees have access to the Service Now Change Module – both people of the IT departments, in the clinics and at our external suppliers. We handle 3-400 changes per month and have about 150 external suppliers actively using our change portal.
Since it is possible to communicate directly in the ServiceNow tool, the Region of Southern Denmark is no longer dependent on mail correspondence. Employees automatically receive a notification of future changes in their calendar. This ensures that the right people have received an important message, whether logged on to the system or not.
Employees can also sign up for a ‘watch list’ and are automatically informed about the applications they are interested in.
The dispatch group also allocates the right people for a task via the Change Module.
The change module is used to convey information to hospitals of the Region of Southern Denmark about important changes in everyday life. This information is provided to the hospitals and psychiatry service center. If an IT system is temporarily suspended due to a planned change, service packs are automatically advised 6 days before. Should the change be canceled, service vouchers will also receive an autogenized message about the cancellation.
Another example is a change in our IP telephony, causing the breakdown of our phones in the hospital lifts. It is extremely important that we, in cooperation with the hospitals, coordinate such a change. This is done via our CAB (Change Advisory Board) where selected Request for Change is processed.
– Another advantage is that we can run statistics of anything in the system, says Søren-Ole Lomholt.
– ServiceNow is nothing less than a super management tool, he concludes.