Beacon Health Options (Beacon), a leader in behavioral health management, faced a challenge following a merger: the need for a modern, unified IT Service Management (ITSM) platform. This platform was essential for streamlining IT operations, ensuring smooth service delivery, and gaining insights into process performance. Post-merger, Beacon required a robust ITSM solution to consolidate and standardize IT operations across the organization. They sought a platform capable of supporting critical IT functions like incident management, request fulfillment, and change management, with future scalability to include IT Asset Management.

Beacon partnered with Yoh to implement a ServiceNow instance tailored to their specific needs. Yoh assembled a skilled project team comprising:

• A Yoh PCS Engagement Manager and a team of ServiceNow administrators.
• Key stakeholders from Beacon, including the Service Desk Lead, End User Computing Lead, and leadership from Beacon’s IT Team.

The team worked collaboratively to configure the ServiceNow ITSM module, enabling the following capabilities:

• Incident Management: Efficient tracking and resolution of IT incidents.
• Request Fulfillment: Streamlined process for handling user service requests.
• Change Management: Structured and controlled approach for managing IT changes.
  
  

The platform was designed to align with Beacon’s ITSM processes, ensuring an effective and seamless integration into their workflows.

The results and impact of the successful project were:

• Enhanced Visibility: With dashboards and reporting tools, Beacon’s leadership gained a comprehensive view of ITSM process performance.
• Immediate Service Improvements: The visibility provided by the platform allowed the team to identify areas for optimization and implement service improvement initiatives right away.
• Future-Ready Scalability: Plans to implement IT Asset Management ensured the platform’s capacity to grow with Beacon’s needs.

Beacon now benefits from a scalable, streamlined ITSM solution, delivering operational efficiencies and actionable insights. The expansion into Portfolio Management underscores the success of the partnership and Beacon’s commitment to continuous improvement. Yoh’s expertise and collaborative approach empowered Beacon to navigate the complexities of a post-merger environment and position their IT operations for long-term success.

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