Streamlining IT processes
Medibank insures millions of Australians and is also a telehealth services supplier that wants to revolutionize its IT service delivery
Medibank insures more than 3.8 million Australians. The business also operates Medibank Health Solutions, a telehealth services supplier with 600 clinicians interacting more than 2.5 million times per year with customers over the web, phone, and face to face. Medibank has 2,700 employees and generates annual revenues in excess of AUD$6.37 billion.
Following a rigorous tender process, including detailed analysis of service management vendors, Medibank selected ServiceNow to revolutionize the way it delivered information technology services to its businesses. Medibank started by deploying two ServiceNow modules—ServiceNow® Incident Management and ServiceNow® Problem Management.
Incident Management enabled the information technology function to capture incident notifications through a self-service portal, prioritize them based on service level targets, and route responsibility for resolution to the appropriate group. Problem Management created a way to investigate the root cause of incidents, and document solutions and workarounds in a knowledge base.
Improved access to IT support allows Medibank to move employees away from email to “single pane of glass” service delivery provided by ServiceNow
Accessibility for a distributed workforce: "Over the past two years, we have steadily increased uptake for information technology service and support as our teams have seen the benefits of ServiceNow," says Medibank Service Incident Manager Natalie McIntosh.
"The portal functionality in particular has improved access to information technology support for our employees who are spread across five corporate offices. Being able to move people away from email and to the 'single pane of glass' provided by ServiceNow to get help from information technology has streamlined our service delivery process considerably."
The ServiceNow deployment has enabled Medibank to upgrade the catalogue of services that employees can access and develop a home page that maximizes the relevance of the portal to the business. “Our vision in information technology service management is to increase automation and use of workflows as much as possible within the next financial year,” says Natalie.
“Last year, 15% of services were requested through our service catalogue rather than over email and we plan to increase that to 70% in the next financial year.