Key points
- 15 admins placed in 4 weeks on a named healthcare desk
- SLA lifted from 70% to 95%
- Incident, catalog, and trained floor in the same wave
- ITAM and ITSM can sit on one Now Platform CMDB
A desk is people, catalog, and SLA — together
The healthcare story we take to sponsors is specific: fifteen ServiceNow admins in four weeks, SLA moving from 70% to 95%, incident and catalog live, night-shift cover, and a trained floor. That is the bar, not a slide about “transformation”.
- Named admin bench, not open-ended hiring
- Incident and service catalog in the first wave
- SLA measured after go-live, not at design sign-off
- Night-shift cover so the desk does not drop after hours
ITAM on the same platform
When the same Now Platform also runs assets, hardware and software stop living in a side spreadsheet.
- Hardware from request to dispose — stockrooms, models, refresh
- Software usage vs entitlement and reclaim of unused seats
- Cloud and SaaS subscriptions with owners and renewal dates
- CSDM alignment so assets, CIs, and services report as one
What we implement from Pune
Sampro ServiceNow work covers ITAM, ITSM, ITOM, PPM, and integration — staffed and delivered from the same Hinjewadi centre.
- ITSM — incident, request, catalog, SLA
- ITAM — HAM and SAM on one CMDB
- ITOM — discovery and event noise reduction
- Project & portfolio visibility for the PMO
- Integration and automation so the desk stays current
