NHS Digital selects ServiceNow

England’s national IT and data services provider for health and social care using ServiceNow Platform to support clinicians at work, deliver better patient care, and protect the nation’s health data.

  • 1 year ago Posted in

NHS Digital, the national information and technology partner of the health and care system, is using the ServiceNow Platform as the backbone for its enterprise service management practices. ServiceNow is helping NHS Digital serve and support its network spanning more than 150 live services and more than 200 acute, mental health, specialist, and community trusts, connecting more than 20,000 health and care organisations and 1.5 million employees across the NHS.


To meet these demands, NHS Digital required a consolidated service platform for all key areas of business, including incident response, change management, reporting, service requests, and service status. NHS Digital commissioned ServiceNow and another consultancy Cognizant to develop a platform that would be scalable, manageable, and secure, while driving efficiencies and reducing complexities across its service, case, and incident management capabilities. With ServiceNow, NHS Digital is also ensuring a seamless, self-service experience for thousands of employees and clinicians across the NHS departments, trusts, and agencies. It also supports issues raised by citizens trying to use NHS digital services, such as the NHS App.


ServiceNow IT Service Management (ITSM), Customer Service Management (CSM), and Security Operations (SecOps) crosses services including NHSmail, NHS Spine, IT operations, IT security, and other related services. It supports NHS staff to report issues with systems and then helps them to be managed swiftly and effectively so that they can be resolved.


“Healthcare is already complex and now it is facing some of the biggest challenges in modern history. NHS Digital recognises that this complexity should not be pushed onto the millions of employees, clinicians, and patients that rely and depend on these services every day,” said Jordi Ferrer, VP & General Manager of UK&I at ServiceNow. “With the flexibility and scalability of the ServiceNow Platform, we were able to build a service management platform for NHS Digital that meets the current and future needs of the NHS network and its employees.”

New business metrics for Cisco Cloud Observability enable customers to significantly enhance critical business context when observing the end-to-end flow of modern applications.  
Transformational technologies, including AI-augmented software engineering (AIASE), AI coding assistants and platform engineering, will reach mainstream adoption in 2-5 years, according to the Gartner, Inc. Hype Cycle for Software Engineering, 2023.
New Innovation Factory to speed design and development of cloud, data, AI and generative AI projects.
Although most remain “unsure how it actually works”, 40% of C-level executives are planning to use AI and the advantages that can be gained through Generative AI (Gen AI) such as ChatGPT to cover critical skills shortages, according to new research by Kaspersky.
Civo has published the results of its research into the challenges faced by Machine Learning (ML) developers in their roles. With more businesses deploying ML, the research highlights the current hurdles faced and the high rate of project failure.
Now Assist in Virtual Agent, flow generation, and Now Assist for Field Service Management are the latest in powerful GenAI solutions to be embedded into the ServiceNow Platform.
Report unveils AI adoption rates for 2024 along with other tech and customer experience predictions.
New innovations in cloud threat detection give SOC teams the edge to pinpoint suspicious activity across their attack surface.