Surescripts’ primary concern is seamlessly maintaining a high volume of secure transactions and ensuring they are correctly routed — so there is immense pressure on the Surescripts IT department to respond to service needs immediately and resolve issues without delay. Surescripts was driven to become a more dependable and predictable IT partner, defining rigorous processes and service-level agreements to build trust with their customers — the other departments within the company.

In 2013, they set out to greatly improve their enterprisewide systems management and implement best practices around IT service management (ITSM) and IT infrastructure library (ITIL) processes. As a core part of this transformation, they selected ServiceNow as their ITSM solution and wanted a comprehensive monitoring solution that integrated with ServiceNow to improve response times by eliminating the “noise” of multiple alerts coming from multiple monitoring tools.