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Diagnostics verified Verified Outcome TRL 9

Service Management for Clinical Engineering

domain Client: A major diagnostic laboratory network handshake Provider: ServiceNow schedule Deploy: 2022
85 Impact
Enterprise Ready
Evidence Score: B/10
Strength: Medium

Executive Summary

ANALYST: COI RESEARCH

Digitization of issue resolution flows for internal staff and customers to handle massive volume of inquiries.

rate_review Analyst Verdict

"Low Risk. Applying IT Service Management (ITSM) principles to clinical/customer issues is a proven efficiency play."

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Managing inquiries from millions of patients and providers regarding test results or logistics was manual and fragmented. Lack of visibility into issue resolution status caused dissatisfaction.

psychology The Solution

Deployed ServiceNow's Customer Service Management (CSM). Unified the intake and resolution workflow, allowing issues to be routed to the correct department automatically.

settings_suggest Technical & Deployment Specs

Integrations
CRM / LIS
Deployment Model
SaaS
Data Classification
PII / PHI
Estimated TCO / ROI
Moderate
POC Summary ( to )

"N/A"

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Adoption Resistance Low Training & UX focus

trending_up Impact Trajectory

Audited value realization curve

Improved issue resolution time Verified Outcome
Primary KPIEnhanced visibility into service bottlenecks
Audit CycleScalable platform for millions of inquiries

policy Compliance & Gov

  • Standards: HIPAA
  • Maturity (TRL): 9
  • Evidence Score: B/10
  • Data Class: PII / PHI

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 1
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Technical Audit
PDF • Audited
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The "Blind Verification" Protocol

How we verified these outcomes for A major diagnostic laboratory network without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-500
Evidence: Direct SQL Logs
Public
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2. Verified Asset

Outcome: Verified
Ref ID: #COI-500

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