Accelerating Transformation and Automating the Service Now Experience in Epic at SCL Health

Stephanie H. McIntyre, MBA, RN-BC, VP Applications, and Nick Iannoni, Director Shared Application Services, SCL Health. Speed, agility and collaboration are the hallmarks of how COVID-19 has transformed the way we work in healthcare. At SCL Health, this transformation had already been in process, building on five major platforms: Google, Epic, ServiceNow, SalesForce, and Oracle Cloud ERP.   For the Epic platform, SCL Health is laser-focused on driving clinical efficiency, quality care, and reduced costs. A key success factor in driving this work quickly is ensuring excellent end user support. SCL Health has deployed deep integration of ServiceNow into the Epic interface so that tickets are auto-populated with user information and context from the chart. That means less effort for busy clinicians and accurate information captured for quick support turnaround. Stephanie and Nick share the overall framework for this significant change initiative, and lessons learned in the process to date.