Today's guest is Scott Livingston, Director, IT Service Strategy, Transition and Improvement at enGen . Founded in 2014, enGen - a subsidiary of Highmark Health - transforms healthcare through technology-driven operations. Serving over 11 million members, it integrates people, processes and systems via its TechOps approach. Its platforms, including the EHS administrative system, Predictal™ care management and Providius provider tools, enhance efficiency, improve outcomes and simplify the healthcare experience. Scott is an accomplished IT executive leading a 115-person international Platform and Service Management organization with a ~$14M annual budget. He drives strategic initiatives across Service Management, including generative AI adoption, ServiceNow ITSM/ITOM implementation and ITSM analytics. Known for building strong stakeholder relationships, Scott delivers operational efficiency, cost savings and measurable business value by aligning technology, strategy and high-performing teams to organizational objectives. In the episode, Scott discusses: 0:00 His journey as an IT leader blending service management with healthcare technology 4:27 Choosing ServiceNow for innovation, scalability, and future readiness 8:28 Pursuing zero service desk and zero incident vision 11:23 Their rapid ServiceNow adoption, now advancing with generative AI 17:43 Balancing self-implementation with a strong partner collaboration for growth 21: 23 Investing in AI-driven automation to transform healthcare efficiency and outcomes
