Kim continues, “We didn’t have to start from scratch—we already had a solid, consistent foundation in place.”
ServiceNow provides a single, efficient service delivery platform, improving resolution rate
Today, the Now Platform manages Omnicare’s multi-vendor outsourcing environment, providing a comprehensive service integration and management (SIAM) solution. For example, when a user reports an incident via the ServiceNow self-service portal, ServiceNow routes the incident to the correct outsourcing vendor.
In some cases, ServiceNow sends the incident over a web services interface to the vendor’s own management system, and in other cases the vendor uses Omnicare’s ServiceNow system directly. Once the vendor resolves the incident, ServiceNow is updated and the incident is closed. A similar approach is used for service requests, including obtaining necessary approvals.
Throughout this process, ServiceNow tracks the incident’s or request’s progress, using best practices such as timestamping handoff points between vendors—including when multiple vendors are involved.
According to Kim, “ServiceNow shows us which vendor owns an incident or request at any given time—so there’s no finger-pointing or confusion. We get accurate SLA reporting for each vendor, along with detailed metrics that let us pinpoint and resolve issues. And the results have been extraordinary—for example, our first-contact resolution rate has actually gone up from 85% to 90.1%.”
ServiceNow helps Omnicare make continuous service improvements and manage vendor relationships
ServiceNow SIAM capabilities extend beyond incidents and service requests. Today, Omnicare also uses ServiceNow to manage problems across vendors. Once Omnicare creates a problem record in ServiceNow, it then assigns tasks to individual vendors, along with follow-up dates. This allows them to drive problem resolution, continuously improving the quality of the services they deliver.
Omnicare also uses ServiceNow to track assets across vendors. For instance, it tracks laptops as they are purchased by Omnicare, shipped to the desktop outsourcer’s depot, and then issued to Omnicare users.
ServiceNow helps Omnicare manage its contractual and financial relationships with its providers of outsourced services. As an example, Omnicare uses ServiceNow data to reconcile monthly invoices received from outsourcing vendors.
Enhancement requests are another key area. When Omnicare asks an outsourcing vendor to add new functionality to a system, the vendor records the time spent on the enhancement directly against the corresponding service request in ServiceNow.
Kim sums it up this way, “With IT outsourcing, you must have consistent maintenance and support processes—with measurement points at every step along the way. ServiceNow lets us drive these processes across vendors and gives us the visibility we need to deliver high-quality services to our users.”