EMIS Health automate ServiceNow testing, reducing manual effort by 80%

The Client

EMIS Health is a major provider of healthcare software, information technology and related services within the UK. Their vision is to be the leading provider of innovative healthcare technology that focuses on improving people’s lives.

As custodians of over 40 million records across every major area of healthcare, EMIS Health remain uniquely placed to help provide faster, better and cheaper healthcare through connected software and services.

The Challenge

EMIS Health were already live with ServiceNow Customer Service Management (CSM) when Inetum UK&I, an Elite partner of ServiceNow, were tasked with replacing the company’s Project Portfolio Management tools and processes. This was done by implementing ServiceNow’s SPM (Strategic Portfolio Management) suite of products. The aim of this was to bring order and consistency to their processes, providing a centralised tool enabling efficient planning, coordination and management of projects and programmes.

In the fast-moving, dynamic world of software and healthcare, with tens of thousands of clinicians across the UK relying on their software and systems on a daily basis, it was imperative that EMIS Health had a tool to support internal processes. They needed to implement an iterative process for upgrades, configurations and customisations, which would allow them to take advantage of the new features and functionality that the ServiceNow platform has to offer.

The Solution

We delivered the implementation of the PPM modules within the ServiceNow SPM suite. This has provided EMIS Health with a centralised tool to:

• Enable efficient planning, coordination and management of projects and programmes

• Continually optimise resources to increase business agility

• Provide status visibility and performance data

Upon completion of this successful project, an engagement to provide Platform Management as a service from Inetum UK&I began. Platform Management encompasses three different levels of support services, meaning that we could offer EMIS Health a modern, personalised alternative to the traditional support model. For more information on this, click here.

“For me, the key word is relationship. At EMIS we work hand in hand with our colleagues at Inetum UK&I as an agile team. We have empowered each member to provide best practice guidance and feedback for every request that has been submitted. Thought goes into every piece of work we do, and how it best suits the business and the management of the ServiceNow platform, ultimately leading to our combined success.”

Aaron Riley
ServiceNow Platform Lead at EMIS Health
 

The Benefits

• As part of the roadmap and ongoing transformation of the ServiceNow platform, Inetum UK&I recommended an Automated Test Framework (ATF) be put in place. This is a set of components that facilitate executing tests and comprehensive reporting of the results. With this in place, EMIS Health have been able to streamline their yearly upgrades and optimise their upgrade testing resources, reducing the overall effort for manual testing by 80%.

• Inetum UK&I have the ability to attract skilled resource in a very demanding market. This gives EMIS Health access to a much wider and more varied skillset than if they had attempted to manage the platform in isolation.

• The customer now has the flexibility to scale their resourcing requirements at pace. This is something they were previously unable to do alone, and has allowed for greater flexibility in an ever-changing world of work.

• EMIS Health has a worldwide workforce with, like Inetum UK&I, a strong presence in India; this helped the two companies to collaborate, utilise resources efficiently and deliver a blended service, allowing for a better return of investment.

• Utilising a central PPM (Project Portfolio Management) tool, the business now has improved transparency, tracking of demand and ability to effectively manage and forecast the demand for resource and projects.

The Future

The evolution of EMIS Health’s ServiceNow platform continues. The business is keen to utilise best of breed technologies aligning to their strategic priorities, including technology innovation. ServiceNow continues to bring new offerings to market, and improve existing functionalities that are part of their already procured product suite. The team will continue to invest in these.

The partnership between Inetum UK&I and EMIS Health continues to grow from strength to strength, contributing positively to the EMIS ecosystem whilst unlocking the true potential of the ServiceNow platform.

For a free consultation on what Inetum UK&I could do for you, please get in touch with one of the team here.