| View this email in your browser Industry Insights: American HealthcareI've had the privilege of working a few American healthcare accounts in my ServiceNow career. It was a consistently different enough experience I thought I'd transfer that knowledge. Ingest this knowledge well. I was rarely lead architect or implementer so I often watched large partners "miss the big picture" in SHOCKINGLY big ways that tarnished their brands and frustrated customer. Understand these differences and you'll be primed to lead or more effectively participate in a healthcare deployment. Imagine being the person who's preparation and understanding kept the customer happy and your brand spotless. THE HARDWARE PARADIGM IS DIFFERENTYou won't realize the bias you've had for "big corporate" support until you work a hospital system. The range of hardware supported is...1) Wider - this ain't computers & printers anymore. This is legit big medicine gear.2) Communal - the assets don't "belong" to a user. The ownership dynamic is much more location based than person.3) Important - this hardware helps keep people alive and well, and often also contains patient data. These aren't just loads of PCs and Laptops just collecting depreciation like normal corporate world. THE SUPPORT PARADIGM IS DIFFERENTHospitals basically don't stop, so the support can't stop either. Someone on your team needs *exquisite* knowledge of various on-call rotation & shift management utilities in ServiceNow, because you'll need them. Also, take some time to imagine the work world you're stepping into. A nurse/doctor is reporting an issue and then getting back to making people well. In nursing's case, if the support is for a device, that device isn't the nurse's (see above), and she'll likely be gone in a couple hours at shift end. THE SOFTWARE LANDSCAPE IS EPICALLY DIFFERENT"EPIC" is a gargantuan healthcare app governing more processes you can imagine, and invariably has large well organized teams. LISTEN CAREFULLY: Epic and it's alternatives are the beating heart of the digital operations. No Epic (or alternatives) no hospital. Now, imagine watching in horror, as I did, when a partner ignored questions on helping Epic deployments with ServiceNow in favor of "best practice workshops" for crap like categories and notifications. This paradigm is where I learned, most viscerally, that "best practices" aren't worth the paper they're written on if an angry Dragon of a business problem is ravaging your countryside. The secret to massive and lasting success for ServiceNow deployments in healthcare is coming up with concrete ways to make everything about Epic easier: support, upgrades, knowledge, dev processes, *whatever*. Find where your customer pain is with Epic, and you'll be hitting homeruns until the world runs out of baseballs. SPECIAL DATA CONCERNSThe lines between regular data and patient data blur faster than you can imagine. I watched a partner nitpick that "this kind of thing isn't in scope" for a week. But now YOU know that healthcare customers NECESSITATE conversations about data security and encryption. Be or have the resource necessary to talk about catalog variable, field level, and platform level encryption. Wouldn't hurt to be familiar with HIPPA either. MOBILE PRIMACYThe hospital staff with dedicated computers are back office folks outside operations. Everyone else is running /sharing some kind of console / terminal. Now, more than ever, operations staff are being equipped with hospital phones or having hospital systems loaded onto their own. You MUST come prepared to deploy ServiceNow under the assumption of mobile first. Its my opinion ServiceNow didn't make this easy enough fast enough. Every hospital system I worked at was already deep into development of their own mobile platforms. Chances are you'll be integrating into such a platform. PMO READINESSCould be a coincidence, but every healthcare customer I interfaced with was either interested in or going through a PMO tool switch to ServiceNow. Each PMO was running 8 figures worth of projects. Here's the most common dynamics I encountered during those projects:- Very interested in capex vs opex on labor. This may require some customization because there's no current way to PLAN capex vs opex at the task level and then actualize via time cards. You'll se some resources being booked in both capex and opex ways depending on the work they're doing (pm_project_task).- As tons of consultant labor is used, they're normally very interested in time cards and *especially* the time card days feature so months can be cleanly aggregated for billing.- Healthcare PMOs will invariably have their own project categorization depending on the kinds of hospital services the projects are supporting. Side Note: If you're that ServiceNow ITBM partner deploying 1200+ item update set"kits", just STOP IT. You're doing a tremendous disservice straddling customers with ludicrous tech debt and features they never asked for. I've had to clean up two of these train wrecks. STOP IT, STOP IT, STOP IT! BRINGING IT ALL TOGETHERThrow your usual deployment protocols out the window and lean into the ways healthcare systems are different. Your workshops need to integrate discussions about mobile interfaces, hospital hardware management, shift / on call support models, and data security / encryption. All of this knowing that ServiceNow is second fiddle to Epic (and its alternatives), so if you don't make that world easier for them, you just deployed a very expensive trinket of questionable long term value. MEGA OPPORTUNITYIts my opinion that the American healthcare system is hemorrhaging opportunities to apply ServiceNow, and the funds to pay for it. Impress them by understanding their uniqueness, and there's a world of opportunity to seize. Don't believe me? Listen to my experience last year with two healthcare systems. If you're a partner or consultant that needs special coaching on this, reply to this message and lets book some time. Did You Enjoy This Content?Taking my content survey helps me navigate what to create.If you'd like to sponsor my content, reply to this message for options & rates. If you get tremendous value, consider a donation. If not, I still greatly appreciate your readership. VICTORY through superior design and story telling friends. I remain yours truly, Robert "The Duke" Fedoruk Want to change how you receive these emails?You can update your preferences or unsubscribe from this list. |
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This email was sent to <> why did I get this? unsubscribe from this list update subscription preferences Robert Fedoruk · 5215 W Winona St · Chicago, IL 60630-2238 · USA