Our Next Virtual Event:

Customer Centric IT Service Management


Process Automation in the Healthcare Industry

To be rescheduled

Free per person

Customer Centric IT Service Management: Process Automation in the Healthcare Industry

In this presentation, Mathew will take you through DaVita IT’s journey over the past seven years to revamp their IT Service Management (ITSM) program and processes, and to improve the IT experience for their clinicians. He will explain the growing concerns around an aging/backlog issue which was seen at DaVita as a “mighty dragon which needed to be slain”, and the importance of a strong Process Oversight Team.

Mathew will share how their ITIL-based oversight processes evolved leveraging the process automation and workflow application ServiceNow, and how to identify opportunities, quick wins, and process misses.

He will present achieved results and how his process oversight team plans to continue to improve.

Come to hear the intersection between metrics-driven process improvement and a service excellence, customer-first culture.

Mathew Haffner
ITSM Process Operations and Oversight Manager


Mat is currently the ITSM Process Operations and Oversight Manager with DaVita Kidney Care, a fortune 500 company that delivers life-saving kidney dialysis treatment to over 200,000 patients across the US and abroad. 

He manages the Customer Experience Process Improvement team, leads incident management and service level management processes across the IT organization, develops and monitors critical success factors and key performance indicators for incident management and service level management, and partners with IT directors and their teams to ensure adherence to process policies. He is also responsible for the Workforce Management service processes across the Service Desk organization

Mat joined DaVita in 2008, he is ITIL v3 & v4 Foundations Certified and holds a Green Belt in Lean Six Sigma. He is a passionate leader who loves creating and building new teams and processes that help his enterprise succeed in their goals and objectives.

Mat resides in Nashville, TN with his wife of 13 years.  He is a table top gamer, and an avid fan of the Tennessee Titans and Nashville Predators