Questions for client:

1. what features are the most important to reach your goals?

2. what the structure of the hospital is, how many departments?
3. What kind of optimization do they want as a solution to their painful points?
4. what kind of application are they using?
5. what is automated?
6. Do you have any specific integration requirements with existing systems or tools? (dkv)

Pack of question after receive information about applications:

 who will use it?

 why will they use it?
 when will they use it?
 where will they use it?
 how will they use it?

Timelines and Budget? Already defined: 5 days and is free

7. How flexible does the solution need to be for the future?
8. When would you consider the project a success?
9. Whether you need a survey after the service has been provided?
10. Will you need documentation on how our solution will work?
11.

Helpdesk: Can we help improve your ticketing system by integrating Microsoft Teams with it?
( https://www.youtube.com/watch?v=pk0a_uEy11U)

HR: Can we help automate the hiring process, onboarding process, scheduling, vacation

All Employees: Improve communication between the different departments, how do they
communicate right now?

IT Team: keep track of IT Assets, incident management, Network Security, Automate assignment for
tickets
(https://www.cisco.com/c/en/us/products/security/technical-alliance-partners/servicenow.html,
https://wazuh.com/)
Security Team: Improve communication between guards

Director: Reports of Statistics of all processes, assets, etc..., When he/she creates a task that needs to
be done urgently it can then be automatically assigned to the person with best skills to solve it,
improve working processes, partnership with other companies

Financial department: Automate payments for supplies, salaries, taxes, audits

Automated first-line care with Virtual Agent

The questions asked by first-line health care professionals are based on pre-defined question trees,
also known as Triage Protocols. This allows them to determine how urgent the patient’s situation is
and guides them in diagnosing the patient. Utilizing ServiceNow’s Customer Service Management
(CSM) portal in combination with Virtual Agent, you can adopt any Triage Protocol you like. It will
prompt questions and automatically provide patients with sources or knowledge for self-service.
Cases that require immediate attention will be forwarded to a physician to establish direct contact. For
the sake of speed, we have built a model that enables us to adopt any triage protocol in a matter of
hours.

Auto-monitoring of potential patients

A potential patient navigating through the questions will eventually receive medical advice, but s/he
can also opt for a call-back from a physician too. The physician can plan these call-backs during quiet
periods. Patients can also choose for auto-monitoring via mail or chat. They will then be provided
with automated follow-up communication to monitor their individual situation. If the situation
worsens, a phone call is automatically initiated, or a doctor is notified.

Self-learning technology
All answers are logged based on the provided information from cases. These can be reviewed and if
required, be followed-up by a doctor. Through Machine Learning, we can continuously improve
accuracy of the answers presented to (potential) patients to keep improving automated first-line health
care.

Mobile-enabled
Virtual Agent is mobile-enabled, which means patients can access the application from their mobile
devices. Not only will this improve the patient experience, it is also handy for health care
professionals who are constantly on the move.

Improve health care

Supporting first-line health care professionals with Virtual Agent brings along many benefits. But all
with one goal: improve the health care service experience. The benefits are:

 Flattened peak times

 Faster response
 Improved care experience due to follow-up
 Shorter waiting times
 Easier access to information via self-service
 Single point of access to service

Patients scan QR code instead of having ticket using mobile app, making appointments(inside
hospital)
Asset management

 Locate devices easily

 Optimize IT Asset Management (pc, laptop, mouse, etc…)
 Optimize Asset Management (furniture, tables, chair, sofa’s)
 Automate maintenance => assign employee automatically
 Create configurable popups => reminder, alarm
 Optimisation of TimeSheet => holidays, sick leave, etc…
 Automatic ordering of new assets => gloves, masks, … little items