iTech AG, a ServiceNow Elite Partner and leader in digital transformation, has launched a major modernization initiative with a leading nationwide healthcare service provider specializing in hospital equipment maintenance, technician services, and recall management.
The organization, which supports healthcare systems across the country with critical device maintenance and compliance services, is moving beyond legacy IWMS/CMMS technology to adopt a modern, AI-enabled platform built on ServiceNow.
Recognizing that legacy systems limit the ability to innovate and scale, the organization selected ServiceNow to unify operations across Asset Management, Field Service Management, Clinical Device Management, Healthcare & Life Sciences workflows, ServiceNow Order Management, and service operations.
Following a collaborative two-day innovation workshop, iTech AG and the clinical device management company defined a forward-looking roadmap for a six-month implementation focused on enabling AI, mobile innovation, and a modern workforce experience across hospitals nationwide.
Moving Beyond Legacy to Enable AI and Innovation
For organizations that manage clinical equipment, technician services, and nationwide maintenance programs, legacy IWMS/CMMS platforms were built for tracking—not for innovation.
This initiative represents a shift from maintaining systems of record to building a platform that enables intelligent, AI-driven operations.
By adopting ServiceNow, the organization is positioning itself to:
- Leverage AI across maintenance and service operations: Enabling predictive maintenance, recall response optimization, and intelligent recommendations
- Modernize technician workflows: Delivering mobile-first tools for field teams supporting hospitals nationwide
- Accelerate service delivery and compliance: Improving response times for maintenance, repairs, and device recalls
- Enable continuous innovation: Establishing a scalable platform that evolves with emerging healthcare technologies
Building a Connected, Intelligent Healthcare Service Platform
As part of this transformation, iTech AG is implementing an integrated suite of capabilities designed to modernize and elevate service delivery:
- Enterprise Asset & Clinical Device Management (EAM/CDM): Managing lifecycle, maintenance history, and compliance for clinical equipment across hospital networks
- Field Service Management (FSM): Optimizing technician dispatch, scheduling, and mobile enablement for nationwide service teams
- Healthcare & Life Sciences (HCLS): Supporting industry-specific workflows for compliance, safety, and operational excellence
- ServiceNow Order Management (SOM): Enabling quoting, ordering, and approvals for maintenance and replacement of clinical devices—connecting service and financial workflows
- Service Operations: Providing real-time visibility into service performance, incidents, and operational health
Accelerating Workforce Innovation with AI and Mobile
A core focus of the initiative is enabling a smarter, more responsive workforce:
- AI-Powered Service Intelligence: Proactively identifying issues, optimizing recall responses, and reducing equipment downtime
- Mobile Workforce Enablement: Providing technicians with real-time access to asset data, service history, and work orders in the field
- End-to-End Workflow Automation: Streamlining processes from service request through fulfillment and billing
- Data-Driven Operations: Delivering actionable insights across assets, services, and compliance activities
- From Vision to Execution: A Strategic Innovation Approach
The engagement began with a focused two-day workshop that brought together clinical, operational, and IT stakeholders to align on priorities and define a scalable roadmap.
“This is about more than replacing a legacy system—it’s about enabling a new operating model for healthcare service delivery,” said Jeremy Tipton, Vice President of Healthcare at iTech AG. “Organizations that support hospitals with maintenance and recall services need real-time intelligence, mobile capabilities, and AI-driven insights. By moving to ServiceNow, our customer is building a foundation to deliver faster, smarter, and more proactive service nationwide.”
Laura Stash, Executive Vice President of Solutions at iTech AG, added: “We’re seeing healthcare organizations take a decisive step toward platforms that enable innovation—not just operations. This initiative positions our customer to lead in how healthcare services are delivered and supported across the country.”
Enabling the Future of Healthcare Service Delivery
By moving off legacy IWMS/CMMS technology and onto a unified, intelligent platform, iTech AG is helping healthcare service providers modernize operations, improve responsiveness, and unlock new capabilities through AI.
This initiative reinforces iTech AG’s commitment to advancing innovation across the healthcare sector, bringing together technology, data, and workflows to drive measurable impact for providers and the patients they serve.