ServiceNow Series E217: 'Automating Healthcare with ServiceNow' with Franciscan Health's Michael Sutherland

ServiceNow Series E217: 'Automating Healthcare with ServiceNow' with Franciscan Health's Michael Sutherland

Author: Alldus International May 11, 2026 Duration: 18:38

Today's guest is Michael Sutherland, Manager of Applications for ServiceNow at Franciscan Health. Founded in 1875, Franciscan Health is a leading Catholic healthcare system dedicated to compassionate, patient-centred care. Serving communities across the Midwest through hospitals, clinics and specialist services, they combine clinical excellence with a commitment to dignity, stewardship and service. Guided by Franciscan values, they care for the whole person - mind, body and spirit - while supporting healthier communities.

Michael is a technology and transformation leader focused on driving growth through ServiceNow, intelligent automation and AI-enabled solutions. He has led global teams, managed multimillion-dollar platforms, and delivered enterprise automation strategies with measurable impact, including $4.5M+ annual ROI and 95% automation of regulatory processes. Michael partners with executives and operational leaders to align technology with business strategy, streamline operations and lead high-performing teams through complex change.

In the episode, Michael talks about:

0:00 His journey from finance to automation, ServiceNow, management, strategy and business value

3:14 An overview of his role managing extensive ServiceNow across departments

5:11 Overseeing ServiceNow architecture, governance and development

6:30 Replacing custom major incident processes with out-of-the-box ServiceNow functionality

8:29 His excitement about leveraging AI in ServiceNow for automated fulfilment

11:10 Planning AI-driven automation to auto-detect and repair medical devices

13:38 Drive measurable outcomes, link team work to value and celebrate success

16:17 Planning modest internal team growth, relying on expert partners for projects


Behind the buzzwords and headlines, artificial intelligence is already reshaping industries and daily routines in tangible ways. The Alldus Podcast-AI in Action cuts through the noise to focus on these real-world applications. Each conversation goes beyond theory, delving into the practical challenges and triumphs experienced by the people building and implementing these technologies. You’ll hear directly from technologists and data science practitioners who are on the front lines, discussing the specific impact of Data Science, Machine Learning, and AI on everything from healthcare and finance to how we interact with the world around us. This series, supported by Alldus International’s work in AI workforce solutions, is built on a simple idea: understanding comes from listening to those doing the work. The discussions are grounded in current projects and genuine expertise, offering a clear-eyed view of what’s possible now and what might be next. Tune in for a candid exploration of how intelligent systems are being put into action, moving from conceptual hype to functional reality. This podcast provides a essential perspective for anyone curious about the practical engine driving technological change today.
Author: Language: en-us Episodes: 100

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