Support Care Delivery with Reliable Service Delivery
Healthcare depends on technology that supports patient care, protects sensitive information, and keeps clinical and administrative operations running around the clock. That work spans care teams, IT, security, facilities, operations, and leadership, often across systems that were never designed to work together.
Beyond20 helps healthcare organizations use ServiceNow across that environment. We connect workflows, services, assets, security, strategic initiatives, and AI while working alongside the EHR and other critical systems the organization already depends on.
EHRs, clinical applications, medical devices, employee systems, facilities, vendors, and digital services all contribute to the care environment. The harder challenge is coordinating the work around them while leaders decide where to modernize, where to automate, and how to manage risk without adding burden to already-stretched teams.
Clinical & Cyber Resilience
A technology outage, cyber event, access issue, or vendor disruption can affect care delivery quickly. Teams need a shared view of impact, dependencies, ownership, and response.
Data & AI Governance
Health data is increasingly exchanged across systems and used by analytics and AI. Leaders need confidence in data quality, access, privacy, model exposure, accountability, and how automated decisions are governed.
Workforce Capacity
Clinicians and staff already spend too much time navigating administrative work. Technology should reduce coordination overhead and help scarce specialists focus on work that requires their expertise.
Modernization Tradeoffs
EHR priorities, cybersecurity, cloud, AI, infrastructure, and operational improvements compete for the same funding and specialized people. Leaders need a better way to connect investment decisions to capacity, dependencies, and results.
One Platform for Every Challenge
ServiceNow connects clinical support, technology, workforce, and operational services across the healthcare organization.
These are the products healthcare teams turn to most:
IT Management (ITx)
ITSM, ITAM, and ITOM help healthcare teams support the technology clinicians and staff depend on every day. When an incident affects a device, application, or critical service, teams can see the broader impact and coordinate response from one platform.
Integrated Risk Management (IRM)
IRM helps connect cybersecurity, compliance, third-party, and operational risk across the organization. Teams can manage controls, track issues, maintain evidence around the systems and services that support patient care, and give leaders a complete view of risk across the organization.
HR Service Delivery (HRSD)
HRSD gives healthcare employees a consistent place to manage Human Resources requests, onboarding, employee relations, and workforce services. That can be especially valuable across large organizations with hospitals, clinics, administrative offices, and remote staff.
Customer Service Management (CSM)
CSM can help healthcare organizations coordinate non-clinical service interactions across departments. Requests involving facilities, access, support services, vendors, and other operational needs can move through structured workflows with clearer ownership.
How Beyond20 Supports Healthcare Organizations
Beyond20 helps healthcare organizations use ServiceNow to better connect the work happening across clinical, administrative, and support teams. We design around the realities of healthcare environments, helping the platform bring people, processes, and information together while working alongside the EHR and other systems that remain essential to patient care.
Connect operational workflows around EHRs, clinical applications, medical devices, facilities, employee services, and other systems of record so ownership and handoffs remain visible.
Improve visibility into the services, assets, configuration relationships, and third-party dependencies that support care delivery and business operations.
Bring security, risk, privacy, compliance, and technology teams into coordinated workflows for vulnerabilities, incidents, policy exceptions, and required follow-up.
Use Strategic Portfolio Management to connect modernization priorities, funding, resource capacity, dependencies, and delivery progress in one portfolio view.
Apply AI and automation to repeatable work with clear controls over data access, actions, approvals, exceptions, and human oversight.
Improve employee and shared-service experiences so clinicians and staff spend less time navigating administrative processes and more time on work that needs their judgment.
What This Looks Like in Practice
In healthcare, support is part of care. When it works, people barely notice it. When it doesn’t, the work spreads, delays compound, and clinicians get pulled into coordination instead of focusing on patients.
Here’s how that work typically moves when ServiceNow supports day-to-day operations.
Coordinate work around the clinical systems teams already rely on
A clinician loses access to a critical application, a device issue affects a care area, or an integration begins failing. ServiceNow can connect the request or event to the supporting service, asset, responsible teams, dependencies, and status while the EHR and clinical systems remain the systems of record for patient care.
Beyond20 helps define the service, ownership, escalation, and integration model around those systems. That creates a more useful operating layer for IT, clinical applications, biomed, facilities, and other teams without forcing clinicians to understand the organizational structure behind the response.
Turn a disruption into coordinated response
Cybersecurity and operational resilience increasingly overlap in healthcare. A vulnerability, identity issue, vendor incident, or technology outage can require action across security, infrastructure, application, privacy, compliance, and business teams. ServiceNow can connect those signals to affected services and orchestrate the work required to contain, communicate, recover, and document the response.
Beyond20 helps build the underlying service and configuration context, response workflows, governance, and reporting so teams can see what is affected and what happens next. The goal is a response model that works under pressure and produces the traceability healthcare organizations need afterward.
Give clinicians and staff more capacity for higher-value work
Employee requests, access changes, onboarding, equipment needs, facilities issues, approvals, and other shared-service work often cross several departments. ServiceNow can provide a consistent experience and automate the repeatable parts of that work while keeping ownership and status visible.
Beyond20 maps the handoffs that create the most administrative burden, then designs workflows, self-service, knowledge, and automation around them. AI can assist where it has the right context and guardrails, but the objective is practical: remove avoidable coordination work without weakening oversight or creating another disconnected experience.
Make AI and modernization investments easier to govern
Healthcare leaders are evaluating AI alongside cybersecurity, infrastructure, cloud, interoperability, clinical technology, and other modernization priorities. ServiceNow SPM can connect proposed investments to strategic goals, funding, resource capacity, dependencies, risk, and delivery progress, while AI governance capabilities can help organizations establish oversight for AI use across the enterprise.
Beyond20 helps turn those capabilities into decision practices leaders can use. We work with teams to define intake, prioritization, governance, measures, and the points where AI or automation should require human review so innovation can move forward with a clearer view of value and risk.
Tab Content
This is a basic text element.
A Few of Our Healthcare Clients
The team's level of expertise and knowledge was the best we've worked with. We’ve been really impressed with how the project’s gone, from doing a great job managing the project to delivering outstanding work on the development side.
The team’s knowledge of the medical and academic worlds and translating that has been monumental to the project as well. To have resources who understand IT, Higher Ed, and have hospital knowledge tied to it was key for us. I couldn’t have asked for a better team to be put together for our use case.
Director, PMO @ University Health System
See the Impact
A regional healthcare system turned to Beyond20 to strengthen ServiceNow after a rapid migration and continued organizational growth. Through a platform assessment and 16 weeks of hands-on support, Beyond20 helped reduce technical debt, improve governance and data quality, and give the team a prioritized roadmap for improving ITSM and expanding ServiceNow over time.
Care teams already carry enough. When support feels steady, the day runs differently. Fewer distractions. Fewer loose ends. More space to focus on patients and each other.
Beyond20 helps you build that steadier experience with ServiceNow, shaped to your environment and your standards. You bring the mission. We help the platform support it.
