How ServiceNow's Now Assist Can Be Epic

We’ve been listening to our clients who have undergone major clinical system deployments, upgrades, or large-scale operational initiatives recently, and we’ve found several common barriers to success. Healthcare organizations are struggling to efficiently manage the high volume of IT support requests that get generated by clinicians and operational staff during major events — whether that’s an Epic go-live, an Epic® upgrade, an ERP implementation, or a hospital expansion project.

IT staff are struggling to efficiently manage the high volume of support requests during major events

Incomplete incident submissions – Clinicians frequently submit requests with insufficient detail, requiring analysts to chase down additional information before troubleshooting can begin.
Manual triage and routing – Service desk staff must manually review and route incidents to the correct support teams, creating delays and operational overhead.
High-volume incident spikes during major events – Large-scale initiatives can generate thousands of incidents, making it difficult for teams to prioritize the most critical issues quickly.
Misclassified requests and incidents – Support tickets are often submitted under the wrong category, requiring manual reclassification and workflow changes.
Limited visibility into root causes and trends – Organizations struggle to quickly identify patterns across large volumes of incidents, delaying corrective actions such as training updates or system improvements.
Service desk staffing inefficiencies – Teams often scale staffing to manually triage and route tickets during peak periods rather than leveraging automation.

On the backs of this common feedback, our team got to work to engineer a new solution utilizing ServiceNow Now Assist AI capabilities. The goal was to incorporate the AI-powered capabilities of Now Assist to help streamline clinician support workflows, automate service desk operations, and improve issue resolutions during these large-scale events — from Epic® go-lives and upgrades to ERP rollouts and hospital expansions.

And that is why we built EMR Help Amplify.

EMR Help Amplify is for healthcare provider organizations that are looking to leverage ServiceNow Now Assist AI capabilities to improve operational efficiency across any major IT or operational initiative.

Let’s put this into a real-life scenario. During your Epic® go-live or upgrade, there is typically a significant increase in the number of IT tickets submitted through the helpdesk portal. The same holds true during an ERP implementation or a hospital expansion, where new workflows, new staff, and new systems all converge at once. Our solution is meant to not only simplify the method in which clinicians and staff submit IT tickets, but will also help improve the accuracy, classification, and prioritization of the ticket — regardless of what’s driving the surge.

By improving the accuracy of the data collected in the IT ticket, not only will this limit the back-and-forth communication between the clinician who submitted the ticket and the IT team, it will lead to a quicker, more successful outcome as well as save significant time and operational costs.

And with cleaner, more accurate data, your operations team can now turn what was once a monotonous process into a difference maker. With Now Assist, you will be able to review large data sets and identify common trends that users may be submitting tickets for. This provides another layer of insights that can lead to more operational efficiencies. Does last month show that we need more training in specific areas? Or do we need to review specific fixes in a department such as pharmacy labels?

How EMR Help Amplify can be Epic®

EMR Help Amplify provides significant use-cases for the ServiceNow AI capabilities across a wide range of major initiatives. Whether you’re navigating an Epic® go-live, managing an Epic® upgrade, rolling out a new ERP system, or supporting staff through a hospital expansion, this solution champions operational efficiencies and helps quickly identify root causes and trends across large volumes of incidents.

Organizations implementing this solution can expect measurable improvements in service desk efficiency, clinician experience, and operational insight. Not only will it solve the immediate needs of the health system during the go-live, upgrade, or other major initiative, it will also help shape the future of your IT department by providing insights and more reliable operational data.

EMR Help Amplify will provide: 

Faster, more accurate ticket classifications and issue resolutions
Reduced service desk workload
Improved clinician experience with IT ticket submissions and timely issue resolutions
Lower operational costs
Proactive operational insights
Incident deflection through knowledge
End user portal adoption
Cleaner operational data

What’s Next?

If your IT team is looking to leverage ServiceNow Now Assist AI capabilities to improve operational efficiency during major events — whether an Epic® go-live, an upgrade, an ERP rollout, or a hospital expansion — please reach out to our award-winning ServiceNow team.

*Epic is a trademark of Epic Systems Corporation