0 $0.00

Healthcare

Driving Efficiency and Compliance through IT Service Management and Automation

End-to-End IT service processes automated through AI and rule-based engines to enhance speed and accuracy

Focus Areas

IT Service Management (ITSM)

Process Automation

Operational Efficiency

Compliance audit report within an ITSM platform, with status indicators and risk levels for governance tracking.

Business Problem

A global financial services firm faced increasing pressure to streamline IT operations while ensuring compliance with stringent regulatory requirements. Fragmented IT processes, manual ticket handling, and inconsistent documentation created inefficiencies and exposed the company to audit and compliance risks. Leadership sought to modernize IT service delivery with automation and standardized processes, aiming to improve performance, traceability, and user satisfaction.

Key challenges:

  • Disjointed Service Processes: Lack of standardized workflows led to inconsistent ticket handling and SLA breaches.

  • Manual Workload: IT staff were overwhelmed with routine tasks and repetitive service requests.

  • Compliance Gaps: Audit trails and access controls were incomplete or manually maintained, increasing risk.

  • Low User Satisfaction: Employees faced long wait times and unclear support channels.

  • Siloed Tools: Disparate systems for service requests, incident management, and change control hindered visibility.

The Approach

Curate consultant’s partnered with the firm to implement an enterprise-wide ITSM platform integrated with intelligent automation. The solution standardized service delivery, automated repetitive tasks, and embedded compliance checks into daily IT operations. The result was improved service quality, faster resolution times, and a stronger compliance posture.

Key components of the solution:

  • Discovery and Requirements Gathering: Curate worked with IT leadership, service desk teams, and compliance officers to assess current operations. Key objectives included:

    • Centralize IT service management in a single platform

    • Automate ticket routing and resolution for high-volume request types

    • Standardize incident, change, and problem management workflows

    • Enable audit-ready logging, reporting, and access controls

    • Improve user experience through intuitive self-service options

  • ITSM & Automation Implementation:

    • Platform Deployment: Implemented ServiceNow to centralize service requests, incidents, and asset tracking.

    • Workflow Standardization: Defined and codified ITIL-aligned processes for incident, change, and problem management.

    • Automation Engine: Used ServiceNow Orchestration and custom scripts to automate password resets, software provisioning, and user onboarding.

    • Self-Service Portal: Built a user-friendly service catalog with dynamic forms, knowledge base integration, and chatbot assistance.

    • Compliance Controls: Integrated policy checks and access logging, with automated compliance reporting for internal and regulatory audits.

  • Process Optimization and Monitoring:

    • SLA Management: Configured real-time SLA tracking, escalation rules, and automated notifications for approaching deadlines.

    • Root Cause Analysis: Enabled incident trend analysis and linked problems to recurring issues to drive long-term resolution.

    • Change Management: Established gated approval flows and rollback procedures to minimize risk during updates.

    • Knowledge Base Integration: Linked tickets to articles for faster resolution and enabled agents to publish learnings for reuse.

  • Stakeholder Engagement & Change Management:

    • Cross-Department Alignment: Involved legal, compliance, HR, and IT teams in defining service policies and access rules.

    • Training & Enablement: Delivered platform training for IT staff, walkthroughs for end users, and job aids for new processes.

    • Feedback Loops: Built-in CSAT surveys and feedback modules drove continuous service improvement and user engagement.

    • Change Champions: Identified internal advocates to support adoption and act as first-line support for their teams.

Business Outcomes

Streamline Service & Reduced Resolution Time


Automation and standardized workflows reduced average ticket resolution time by 62%, freeing IT teams to focus on strategic initiatives.

Audit-Ready Compliance and Reduced Risk


Automated logging, policy enforcement, and access control ensured consistent compliance with internal policies and external regulations.

Increased Employee Satisfaction


With faster support and a modern self-service experience, internal CSAT scores improved significantly across regions.

Operational Cost Savings


By automating high-volume requests and consolidating tools, the company cut IT service costs by nearly one-third.

Sample KPIs

Here’s a quick summary of the kinds of KPI’s and goals teams were working towards**:

Metric Before After Improvement
Average ticket resolution time 3.9 days 1.5 days 62% faster
SLA compliance rate 67% 93% 26% improvement
IT support cost per user $122/month $84/month 31% reduction
Compliance audit success rate 74% 100% Fully compliant
Employee satisfaction (IT support CSAT) 6.8/10 9.1/10 2.3 point increase
**Disclaimer: The set of KPI’s are for illustration only and do not reference any specific client data or actual results – they have been modified and anonymized to protect confidentiality and avoid disclosing client data.

Customer Value

Regulatory Assurance


The company strengthened compliance with ISO 27001, SOX, and GDPR requirements.

IT Resource Optimization


High-volume tasks were automated, enabling better use of skilled IT staff.

Sample Skills of Resources

  • ITSM Architects: Designed workflows and automation aligned with ITIL best practices.

  • Automation Engineers: Built service bots, scripts, and orchestration layers in ServiceNow.

  • Compliance & Risk Analysts: Ensured regulatory alignment and implemented policy-driven controls.

  • Change Managers: Led user enablement, adoption, and communication strategies.

  • Support Analysts: Trained on new tools and SLAs to deliver consistent, efficient service.

Tools & Technologies

  • ITSM Platform: ServiceNow

  • Automation Tools: ServiceNow Orchestration, Python, PowerShell

  • Monitoring & SLA Tracking: ServiceNow SLA engine, Splunk

  • Compliance Reporting: GRC modules, audit trail logging

  • Self-Service Enablement: Virtual Agent, Knowledge Base, Service Catalog

  • Collaboration & Feedback: Microsoft Teams, Slack, Qualtrics

Live monitoring dashboard showing KPIs for IT services, highlighting the impact of automation on operational performance.

Conclusion

By integrating modern ITSM practices and automation into its operations, the financial services firm was able to drive measurable improvements in efficiency, compliance, and user experience. Curate’s structured approach enabled the company to transform IT from a reactive cost center into a strategic enabler of business value—reducing risk, empowering employees, and creating a foundation for continued innovation and scale.

All Case Studies

View recent studies below or our entire library of work

Let’s Build Your Success Story Together

Expert solutions. Specialized talent. Real impact.
Contact Us