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Healthcare Group – Procurement Case Management – ServiceNow 

Industry: Healthcare & Life Sciences 
Platform: ServiceNow 
Focus Areas: Procurement Case Management, Automation, Data Consistency, Visibility 

Challenge 

A global healthcare group faced significant inefficiencies in its procurement operations. Without a centralized and standardized mechanism in ServiceNow, procurement cases were managed through fragmented processes and manual tracking. This led to inconsistent handling, limited visibility into requisitions and purchase orders, and challenges in monitoring case lifecycles. The lack of real-time insights made it difficult for managers to enforce SLAs and ensure compliance across procurement activities. 

Legacy Approach 

Previously, procurement cases were tracked through manual updates and siloed data sources. This approach: 

• Increased administrative workload for procurement teams 

• Made it difficult to monitor progress across related requisitions and purchase orders 

• Resulted in inconsistent case documentation and resolution handling 

• Limited transparency for requestors and managers alike 

Objectives 

The project aimed to: 

• Establish a centralized procurement case management process in ServiceNow 

• Streamline case submission and tracking for end-users and procurement teams 

• Ensure data consistency with standardized forms and mandatory fields 

• Provide real-time visibility through dashboards and reports 

• Improve SLA management and compliance tracking 

Solution 

Using ServiceNow’s out-of-the-box (OOB) procurement case management capabilities, a customized solution was implemented to meet business requirements. 

Key Features: 

• Dedicated Procurement Case Table with extended fields for consistent documentation 

• Employee Center Requestor Form for streamlined case submission 

• Role-Based Access & Groups for admins, managers, and agents 

• Automated Email Notifications to requestors and teams for case updates 

• SLA Tracking for response and resolution times 

• Procurement Workspace for a user-friendly team experience 

• Custom Reports & Dashboards for tracking, auditing, and decision-making 

• Dynamic Field Controls (mandatory fields based on case status, auto-capturing requestor location) 

• Refined Case Typing with simplified values (Incident, Request) 

• Case Re-Opening Capability for managers and admins 

Challenges & Solutions 

Challenge: Ensuring user adoption and minimizing disruption while introducing a new case management model. 

Solution: Delivered a familiar yet modernized workspace experience, coupled with intuitive requestor forms and automated notifications. 

Challenge: Maintaining flexibility without compromising standardization. 

Solution: Implemented customizable fields and workflows while keeping a consistent core structure for reporting and compliance. 

Impact & Results 

The solution delivered measurable benefits: 

• Centralized and standardized procurement case management 

• Reduced manual effort and fragmented tracking 

• Enhanced transparency for requestors and managers 

• SLA enforcement with improved response and resolution times 

• Real-time dashboards enabling better decision-making 

• Scalable foundation for continuous optimization of procurement operations 

Conclusion 

By leveraging ServiceNow’s Procurement Case Management with targeted customizations, the healthcare group transformed its procurement operations. The initiative streamlined case handling, improved compliance tracking, and delivered consistent visibility across the procurement lifecycle – empowering teams with the tools to work more efficiently and effectively.