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

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