ServiceNow Series E220: Building a Scalable ServiceNow Platform for Healthcare Innovation with Wellstar's Dianne Kokotoff

Today's guest is Dianne Kokotoff, Executive Director, Enterprise Solutions and Automation at Wellstar Health System. Founded in 1993, Wellstar is one of the largest nonprofit healthcare systems in the Southeast, serving communities across Georgia through more than 400 care locations, including 11 hospitals. With more than 35,000 team members, Wellstar provides comprehensive, patient-centered care across a wide range of specialties, while also investing in innovation, research, technology and community health.Dianne is an experienced technology executive with a strong track record across financial services and healthcare. She leads ServiceNow and Automation teams, driving IT operational excellence, platform strategy, governance and continuous improvement across ITSM, ITOM, ITBM and SecOps. Her expertise also spans Robotic Process Automation, Agile transformation, enterprise architecture, process improvement and requirements analysis, with a focus on delivering technology strategies aligned with business goals.In the episode, Dianne talks about:

0:00 Her journey from military communications to pioneering ServiceNow leadership

5:04 Transforming ServiceNow adoption across Wellstar Health System

6:32 How strong processes and quality data drove ServiceNow success

10:58 Expanding ServiceNow into an enterprise-wide transformation platform

12:53 Getting stakeholder buy-in to drive successful technology implementations

15:47 How her lean ServiceNow team delivers enterprise-scale success

17:45 Expanding ServiceNow with AI agents and innovation