How MDC Transformed DHA FOD’s IT Service Management with ServiceNow Deployment

The Defense Health Agency (DHA) Financial Operations Division (FOD) relies heavily on ServiceNow for its IT service management and operational support. The ServiceNow platform acts as a critical support system, enabling DHA FOD personnel to address technical and operational issues promptly. By streamlining workflows and offering real-time support, ServiceNow has greatly improved the directorate’s efficiency and effectiveness in managing its operations and delivering high-quality healthcare support services.

DHA FOD faced growing pains as they expanded their IT services to support multiple directorates. Their manual processes for handling service requests, incidents, and change management became inefficient and error-prone. DHA FOD needed a scalable solution to streamline operations, improve service delivery, and ensure compliance with strict federal regulations.
Our Impact
MDC’s exceptional support in the deployment of multiple instances of ServiceNow has revolutionized DHA FOD’s IT service management, streamlining processes, increasing efficiency, and significantly enhancing overall user satisfaction.  Here’s a summary of our achievements:
Incident Management

Managed over 13,000 incidents, ensuring prompt resolution.

Case Management

Handled over 9,000 cases, enhancing operational efficiency.

Knowledge Management

Created 485 knowledge articles, promoting continuous learning.

Reporting and Analytics

Developed 45 dashboards and over 150 reports, facilitating informed decision-making.

Unique Locations Supported

Supported across 1,851 locations, ensuring global reach.

Training Modules Provided

Incident management, knowledge management, change management, service catalog, and reporting and analytics—providing comprehensive skill coverage.

End Users

Supported 65,000 civilian employees and GFEBS end-users,.empowering a vast user base.

Impact and Benefits
Increased Efficiency
Automation of routine tasks reduced manual effort, freeing up staff to focus on strategic initiatives.
Enhanced Visibility
Real-time dashboards provided a clear view of service performance, enabling proactive issue resolution and improved resource allocation.
Improved Client Satisfaction

Faster response times, transparent communication, and a self-service portal significantly enhanced client satisfaction.

Regulatory Compliance

By resolving issues quickly and effectively, we have minimized downtime for critical systems and applications, ensuring the smooth functioning of the DHA’s financial operations.

Scalability
The platform’s flexibility allowed DHA FOD to easily adapt to changing business needs and continued growth.
Implementation
MDC’s exceptional support in the deployment of multiple instances of ServiceNow has revolutionized DHA FOD’s IT service management, streamlining processes, increasing efficiency, and significantly enhancing overall user satisfaction.  Here’s a summary of our achievements:
Process Mapping
Identifying and documenting DHA’s existing processes.
Customization
Partnered with developers to tailor the ServiceNow platform to align with DHA FOD’s unique workflows and federal compliance requirements.
Data Migration

Seamlessly transferring existing data into the new system.

User Training
Comprehensive training sessions for employees and clients to ensure smooth adoption and utilization of the platform.
Post-Go-Live Support
Ongoing support during the initial weeks to address any issues and ensure a successful transition.
Customer Feedback

“Rapid response with exact information that was requested.”

“This new process is great. I am typically seeing responses within 24 hours.”

“The team provided great customer service.”

“Great communication and customer service. Thank you.”

Conclusion

MDC’s track record of managing over 21,000 GFEBS and Payroll ServiceNow tickets for DHA, coupled with our successful deployment of three DHA instances underscores our expertise and strategic use of ServiceNow. Our approach not only ensures precise ticket management and insights for data-driven decisions but also showcases our proficiency in system implementation and digital solutions. This positions MDC as a trusted IT Service Management leader committed to operational excellence and customer satisfaction.