Case Study | Healthcare

Improving Platform Reliability Across Connected Systems

Modernizing healthcare operations with real-time device monitoring and automated firmware management to improve system reliability and proactive performance management.

Overview

A healthcare provider struggled with real-time visibility into their portal and connected applications, with no device monitoring or streamlined firmware updates. 10Pearls modernized the platform with a health dashboard, enabling real-time device tracking, automated firmware management, and actionable insights for consistent ecosystem performance.

Improved system reliability & uptime
through real-time monitoring

Modernized monitoring capabilities
with live device tracking & insights

Challenge

The client struggled to maintain the overall health of its portal and application environment within ServiceNow. Key operational gaps included limited device tracking, the inability to monitor device direction or status in real time, and a lack of centralized support for over-the-air firmware updates.

Solution

10Pearls enhanced the application health dashboard to provide comprehensive, real-time monitoring across the customer’s device ecosystem. The solution tracked device activity, monitored movement direction, and offered actionable performance insights, giving administrators a clear, unified view of system health. Additionally, the solution introduced streamlined over-the-air firmware update capabilities, allowing updates to be deployed efficiently and at scale. Together, these enhancements improved system reliability, operational transparency, and the ability to proactively address issues before they impact users.

Customer

Healthcare provider

Services

Tech stack

Service Now

  • ServiceNow ITOM
  • ServiceNow CMDB
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