foreign the oldest podcast is brought to you by all this International supplying your expert Ai and digital transformation staffing needs across the U.S and Europe today you are listening to our servicenow Series where we interview the best and brightest of the industry to share their story advice and views on the exciting world of servicenow and digital transformation [Music] hi everybody it's Mark Kelly here I hope you're doing really really well today in today's podcast we've got John berbo John is VP of support services at bet Israel Health also known as b-i-l-h and I'm going to give you a little bit of an overview about John for people that don't know John is a VP of it support services at bet Israel held to teach proven strategic taught leader with a focus on building customer focused teams delivering world-class support especially for over 25 years of organizational Transportation experience John delivers impressive corporate I.T support operations management process Improvement as a highly Innovative multi-skilled understanding Problem Solver and relationship Builder John thank you very much for joining us on the podcast today yep thank you for having me Mark John for people that necessarily know about bilh can you tell us a little bit of an overview about the hospital sure birthday really health is um is an academic um Medical Center and teaching hospitals uh specializing in in various aspects of Health Care there we have more than um for 4 800 Physicians and 40 000 employees across 13 different hospitals what a shared Mission uh for access to care and advanced science and practice of medicine through a lot of groundbreaking research and education um one of the things that really intrigued me about joining here 18 months ago was the fact that it is you know giving back it is a service right it's Healthcare non-profit and where most of my career was was in um more in the the business side right Tech sector Etc this was really intriguing for me I would look at your current roles and responsibilities could you give us a little bit of know if you've had them sure Mark um I oversee I.T support at the at these 13 hospitals um I have 165 people across very support service lines so it has broken up into 11 different service lines you know we have infrastructure data analytics our EHR applications and as I said I oversee Support Services which consists of a 24 by 7 365 multi-tiered service desk field support um identity access management um its itsm you know servicenow being our platform uh device provisioning mobility and um disaster recovery so it's a lot of teams um that spread out you know with my folks uh throughout the various hospitals when when you look at that kind of complications you probably the complications but I suppose so many different moving Parts you must pretty have a good understanding of of the now platform to really utilize and maximize it how did you first get introduced to the service now sure earlier in my career um I would say you know about 10 11 years ago now when I was a support manager at Smith and Fu medical devices we had a problem and the problem was we were we had a very basic homegrown itsm ticketing system so I was charged with finding what you know the next thing out there and servicenow was really booming at the time or started to boom I should say right and becoming a leader not the leader remedy was the leader at the time um so I did an exhaustive assessment and servicenow um was the choice that I made at the time and I haven't looked back they've been a strategic partner in my career ever since um I implemented um servicenow at McGraw-Hill education when I went in there it was already in place at red hat but I was a big player as a consumer of the product but helped it evolve and become my platform of choice and support and help Implement Services now across all the hospitals here when you look at digital transformation in your sector area specialization Healthcare is something that everybody has you know a foot in right because we all wanted to be successful because we're impacted by A Day In day out tell us a little bit about how some of the macro Trends and digital transformation have been driven across across the sector sure Mark so one of the things about Healthcare where it's different than a lot of other um you know sectors is it's non-profit right and you really have to watch funds they're they're limited right and most of your funds are going to be going more to the clinicians in the clinical side so your Investments are minimal and you have to really make smart choices so one of the um the Transformations um that I've been you know focusing on you know for my organization in my area is the advancement of AI and automation so how can I really scale my organization right by leveraging more of the Technologies that's out there also organizational transformation and building teams um how do you do that how do you transform an organization to meet your customer demands which are ever evolving um having good metrics right to be that op to reach operational excellence how you can be cost efficient and how you can get your Roi back on your Investments and also having that Vision to create and drive the service roadmaps to align with the emergency technology and meet those customer demands so I think those are four trends that really are up in front right now that you really need to focus on when you look us you you chose servicenow you're the next research on us and then you made that decision when you're looking at you know why is servicenow the platform of choice in healthcare you what do you think it does particularly well that that orders don't that kind of allows you to continue to to choose it and utilize this yep so I would say the power and flexibility that it offers Mark um you know being in healthcare and non-profit and I keep saying about you know cost being cost efficient right be able to scale and it's so true right um you know when you look at servicenow with the new products it's constantly releasing um how it's evolving the platform how it's staying Leading Edge um you know it really has has you know and I know like I have other partners and other Healthcare organizations in the Northeast and um it even Central us and everyone is really evolving on servicenow and it's it's become you know the de facto choice and when you look at some of the examples of this how it's benefit your business would there be anything that for listeners listening in that they could get inspiration about sure so a lot of times you know like when I came in here a year and a half ago a lot of times I was kind of looking like oh God where should I focus on my head was spinning right I had to take 13 hospital um I.T organizations build them into one model but fairly quickly so um looking at things you know and kind of putting all the teams together from the different hospitals that in one system um support channels was a big thing I had to look at right everyone was calling the service desk it was just call off the call regarding it was a urging issue or or a very small issue and when you're having average speeds of answer of 20 30 minutes because everyone is calling I had to look at new channels so we implemented servicenowchat which has been a game changer and recently introduced virtual agent to help deflect the need to reach a live person and that has really been a game changer is we've gotten our ASA and customer wait time down from an average of 20 minutes down to two minutes um also um we've uh We've looked implemented orchestration right for automation repeatable tasks so when you're onboarding employees when you're doing the simple repeatable task we're freeing up our agents by automating all that work using orchestration as our tool to do that and that has been instrumental in our success would you think about 20 minutes down to two minutes and then you also remind yourself that it's helped so you we're talking critical need here to get that down yes you know there's a lot of nodding heads thinking you know I'm now doing impactful work because people don't want to be waiting online they want to be doing their work and kind of work and working through it so you know fantastic that that's found out great to hear you're absolutely great to hear and a lovely lovely example of how people can actually just better utilize their their time and energy and such it's just a yes it's a smart way to do that when you also think about consistency people want consistency so you're mentioning about the orchestration and onboarding we found from our research is that if people aren't onboarded successfully in the first you know couple of days as I highly likelihood they're going to turn and this could be where you and your Co you and your colleague both start in the same day however you don't have your login details correct then you're reading documentation while your colleague does and they're in the teams meeting doing high fives and getting going and you're a day doing your additional documentation because your laptop's late or you're not being processed correctly on the system and that can have an impact on morale across the team so that consistency of service makes a huge difference especially here in Market Healthcare right so we'll have clinicians we'll have doctors and nurses and and the on the access here is quite complicated because the various DHR systems and the different modules within them so a lot of times we'll have you know if we don't onboard someone correctly and it was happening quite a bit when I joined here not anymore I think luckily um we would have doctors and nurses that couldn't treat patients right because they didn't have access to the system so it was affecting patient care um so you know it's one thing you have someone in finance or HR legal needs access and they can't do the job and that's very intrusive and not a very good thing but if it's even more so if you have patients that can't be seen in a timely manner right it could be life-threatening uh because of the I.T access that these clinicians require yeah nobody has patience for that absolutely tell us about some of the key learns from some of those projects and maybe advise the cios embarking on a transformation initiative because there's a lot of people out there who are just kind of apprehensive to make that move sure I would say the right thing is finding a right partner right because there are a lot of choices out there now what service now and with itsm so I would say having a part that's aligned with your goals takes the time to understand your goals what your objectives are your timelines and working within your budget right I'd say for me that was a key part of our success is having that right partner and when you're building and maintaining a winning servicenow team what are some of the important milestones and you know advice you'd offer there a lot of times when people start up a new um a new team right such as a servicenow itsm team you generally try to fill us with experience built from the outside but what's worked well for us here Mark is I've given a lot of folks my team and I've given a lot of folks internally giving them a chance we've invested them support them train them up um and then we also did have some proven external Talent too but I think that mix and then you have the proven external Talent mentoring and growing your internal people so that really gives the internal people wow this company has really invested in me I'm in a booming technology now and it's work out it's been highly successful for us and when you look at it's coming up next to the platform what do you think the changes or how will it evolve maybe particularly within Healthcare where do you see it going I want to continue to divest more on orchestration in AI right those are key technologies that servicenow offers today but I'm sure they're going to continue to enhance and growth and then also we're interested in other modules such as itad Discovery secure Ops these are things that we're looking to make future investments in my last question is the question is the question is kind of to help the people who listen to this podcast from The Rise Up program and who really want to get involved in the service in our ecosystem what advice would you offer to you and yourself starting out I would say Mark be patient with yourself right well without taking a photo off the gas so when I say be patient set up a journey set up your own roadmap devise where you want your career to grow tell you know what set yourself goals be objectives make them hard to reach but not too difficult to reach right and then big be your biggest supporter fan to the times critic right you want you want to hold yourself accountable but if you make a mistake or you take the right turn auto correct right get back on the path and then of course value your people and treat them with respect and dignity that's something I pulled through my whole career and you really need you know without your people you're nothing it is as a leader in an organization and I find out that's very very important yeah I like that advice and also you know by staying in your own lane and giving yourself you know targets that are focused towards your goals at your ability level you you're competing with yourself but you're also kind of calling yourself accountable because you're saying rock this is what I want to work towards but if you know if I don't hit it at least I know the journey I'm on and I can reassess that along the time as as well so it's yeah it's greater price uh John burbo a VP of support services at bet Israel hey Health thank you very much for your time today thank you Mark [Music] thanks for listening to this episode of the oldest podcast if you enjoyed today's episode don't forget to subscribe rate and review we are available on Apple podcast Spotify and any Android podcast of choice you can also head over to our website www.aldis.com to listen to more podcasts view our open roles and stay up to date with industry news thanks for listening and stay tuned for more great episodes coming very soon thank you [Music]