Reimagining Service Delivery: NewWave’s Journey to a Digital Transformation

June 09, 2020

Like many growing organizations, NewWave is at a transformative time which requires us to reimagine our previous service delivery models across the organization, as we continue providing innovative solutions to our public and private customers. Having doubled in size over the course of 2019 alone, last year, NewWave found itself in a place where our old service delivery model no longer worked.

Spending an increasing number of hours answering employee inquiries and fulfilling requests via email was no longer sustainable for us. Our systems lacked integration, provided redundant functionalities and were very expensive to maintain. So NewWave faced a dilemma: Do we increase the number of support staff and business applications to sustain such growth? Or do we rethink how we do business and bring greater efficiencies and deliver better experience externally and internally?

We needed a new solution.

Together, NewWave’s Human Resources, Infrastructure, and Workplace Experience Teams formed a partnership to determine our ideal service delivery model, one where NewWave’s corporate support departments could collaborate on streamlining our processes, and offer services that rely on governance and compliance mechanisms and defined corporate Service Level Agreements (SLAs). We wanted to find a new way to share our data and break down silos.

After a careful vetting process, we selected ServiceNow as NewWave’s Service Delivery platform of choice. ServiceNow has been recognized for its completeness of vision and ability to execute leading Gartner’s Magic Quadrant for IT Service Management (ITSM) tools for six consecutive years.

What is remarkable in NewWave’s journey is that, unlike many other organizations, NewWave embraced ServiceNow as a solution for many departments, as opposed to isolating the tool’s capabilities to exclusively IT.

To fulfill our vision, the project team partnered with P5 Solutions, a Virginia based consulting company that delivers digital transformation advisory, consulting, and ServiceNow implementation services. With P5’s invaluable insight and technological know-how, NewWave rolled out its Phase 1 Release with Incident, Change, Service Request, and Knowledge Management capabilities shared across teams.

“This ServiceNow implementation effort is a cornerstone piece of NewWave’s vision of transforming healthcare IT and operations by starting with transforming NewWave’s internal operations.  We recognize that true leadership – leads through example and modeling the behaviors, and in gaining this experience we are better able to help our customers through their transformations.”  – Patrick F. Gerdes, NewWave SVP of Operations

“NewWave is a great company with fantastic team, high performing culture, and company values.  We expect to see big things from NewWave in the IT industry in the years to come.  It has been a privilege have P5 be a small part of their driving digital transformation journey with ServiceNow, and look forward to future phases to drive business value for NewWavers as their trusted partner.”  – Nemisha Patel, President at P5 Solutions, Inc.

“NewWave’s ServiceNow implementation as part of our own digital transformation holds true to our mission “to exceed customer expectations by providing creative, innovative, and cost-effective solutions…”  In this case, we are solving for the greater good of our internal customers and the services we provide!” – Catherine Mueller, NewWave VP of Program Delivery

Reflecting on our Phase 1 implementation of ServiceNow, I can say with great confidence that we are on the right path on NewWave’s journey to a digital transformation. Our successful roll out of the ServiceNow tool is by no means the destination of our project; it has merely set the stage for digital transformation, and more work needs to take place to execute the vision behind the project.

Our vision includes bringing other departments such as Finance, Security, and others onboard, further streamlining business processes, decommissioning redundant systems, and continuing to train support teams on the new tools and the new procedures. I am convinced that the core project team has what it takes to be successful: leadership support, focus on the NewWave employee customer persona, and willingness to continuously iterate and improve.

Margaryta Kheirabadi

Margaryta Kheirabadi

Sr. HR & Benefits Analyst and ServiceNow Project Manager

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