Unlocking Value from an Underused ServiceNow Platform

Client Overview

A large NHS Trust operating in a complex healthcare environment, supporting critical digital services used by clinical and non-clinical staff across multiple sites.

The organisation had already invested in ServiceNow as its primary ITSM platform, however it was not being used effectively. Key capabilities remained underutilised, and the platform was not delivering the expected operational or user benefits.

Why Ordinis Linea

The Trust had already invested in ServiceNow, but was not seeing the return it expected. Rather than replacing the platform or undertaking another large implementation, it needed a partner who could make what already existed work properly.

Ordinis Linea was selected for our ability to unlock value from underutilised platforms, focusing on improving adoption, usability, and alignment to real operational needs. Our approach centred on maximising existing capability, avoiding unnecessary cost, and delivering visible improvements without disrupting frontline services.

Key factors in the decision included:

• A strong focus on value realisation from existing investment rather than recommending replacement or reimplementation

• Experience improving adoption and usability in live healthcare environments

• A practical approach to optimisation, prioritising quick wins that deliver immediate impact

• The ability to align platform configuration with real-world processes and user behaviour

• A clear emphasis on improving user experience to drive sustained adoption

This gave the Trust confidence that the platform could be transformed into a usable, trusted system, delivering tangible benefits without additional spend or disruption to critical services.

The Challenge

ServiceNow was in place, but not delivering value.

The platform had been implemented with a basic configuration, with limited alignment to actual operational processes. Over time, this led to workarounds, inconsistent usage, and a lack of trust in the system.

Many features available within the platform were either not configured or not adopted, meaning the organisation was paying for capability it was not using.

Key issues included:

• Low adoption of the ServiceNow platform across teams

• Heavy reliance on manual processes and email outside the system

• Limited automation across service requests and workflows

• Poorly configured forms and service catalogue

• Lack of reporting and performance visibility

• Inconsistent data quality impacting decision-making

• No clear roadmap for platform improvement

These challenges are common where platforms are implemented but not aligned to real operational needs.

Our Approach

Ordinis Linea was engaged to stabilise, optimise, and maximise the value of the ServiceNow platform without disrupting ongoing operations.

We began with a structured platform health and capability assessment, reviewing configuration, usage, data quality, and alignment to ITSM processes.

From there, we delivered a phased optimisation programme focused on quick wins, usability, and long-term adoption.

Our work included:

• Conducting a full platform health check, including modules, configurations, and integrations

• Identifying unused or underutilised capabilities already available within licensing

• Redesigning service catalogue items and forms to improve usability

• Introducing automation across high-volume requests and repetitive tasks

• Improving data structure and data quality for accurate reporting

• Implementing dashboards and reporting aligned to operational needs

• Enhancing the self-service portal to drive adoption

• Establishing a clear ServiceNow roadmap aligned to organisational priorities

• Providing training and knowledge transfer to internal teams

This approach ensured immediate improvement while building long-term platform capability.

The Outcome – Before vs After

Before

• ServiceNow underutilised and inconsistently used

• Manual workarounds outside the platform

• Limited automation and poor user experience

• Minimal reporting and lack of visibility

• Low confidence in the platform

After

• ServiceNow fully embedded into daily operations

• Increased automation reducing manual effort

• Improved user experience through redesigned portal

• Clear reporting and dashboards supporting decisions

• Stronger adoption across teams

Key Results

• Increased platform adoption across service teams

• Reduction in manual processes and email-based workarounds

• Improved data quality and reporting accuracy

• Enhanced user experience through self-service improvements

• Better utilisation of existing licensed capabilities

Commercial and Operational Impact

This engagement enabled the organisation to realise the value of its ServiceNow investment.

The organisation was able to:

• Improve operational efficiency without additional cost

• Reduce reliance on manual processes and workarounds

• Enable better decision-making through accurate data

• Improve staff experience when interacting with IT services

• Establish a foundation for ongoing platform development

Summary

The platform moved from underutilised and inefficient to a central, trusted system supporting service delivery.

Ordinis Linea did not simply support ServiceNow.
We unlocked its value and ensured it worked as intended in a healthcare environment.