Community Health Systems is dedicated to delivering quality healthcare across the nation
Community Health Systems (CHS) is one of America’s leading operators of general acute care hospitals. Through affiliates, CHS owns, operates, or leases 127 hospitals in 20 states, offering a wide range of diagnostic, medical, and surgical services for both inpatients and outpatients.
CHS is dedicated to providing quality local healthcare and fostering economic development in the communities it serves.
With ServiceNow, CHS gains visibility to accurately track and manage software assets among hospitals
CHS had already replaced its legacy IT service desk tools with ServiceNow® IT Service Management, and turned to ServiceNow® Software Asset management to help manage its software assets. According to Briana Alexander, Vice President of Process and Performance Excellence at CHS, “Just planning an upgrade of our existing tools took two years, and it would have taken us another 18 months to get there. And we didn’t have a collaborative relationship with our existing vendor. With ServiceNow, we had a far better starting point—more control over our platform, and a much stronger partnership.”
At the time, each hospital tracked its software assets manually using spreadsheets. As a result, CHS’s software inventory was incomplete, inaccurate, and out of date. This made it incredibly hard to challenge vendor audits, exposing CHS to compliance risk and significant fines.
Briana says, “Each hospital ordered its own software, and we had multiple contracts with each vendor. So, when an audit came along, it took five to 10 people several months to pull together a company-wide view. That’s easily more than $100,000 of effort for each audit. And our argument was still weak because we didn’t have up-to-date data. That was incredibly costly, both from a compliance and resource perspective.”
Joshua Willoughby, Senior Manager of IT Service Management at CHS, agrees. “We would get best-guess license information from each hospital. In one vendor audit, it took our corporate team 10 months to collect, correlate, and validate the data. We needed to automate the process, bringing all our license information to a single pane of glass. That’s why we chose ServiceNow Software Asset Management.”
ServiceNow empowers CHS to put patients and policies first
Now, ServiceNow automatically discovers and tracks 95% of CHS’s software assets. Briana says, “Before, we didn’t have the information we needed to take control. For example, we didn’t understand all our software purchasing paths, and we couldn’t relate these back to our deployed licenses.”