Leading healthcare group in the United States

The move to a modern and highly customizable service platform

This nonprofit healthcare group is one of the top healthcare providers in the US and one of the top employers in the state of Kentucky, with over 250 locations and multifarious processes supporting its operations. Its Information Service Department (ISD) offers services to over 22,000 end users, so it decided it was time to upgrade its 20-year-old service management solution to a modern, enterprise-grade ITSM platform: ServiceDesk Plus. The healthcare group's ISD comprises over a thousand technical and non-technical members split into 120 teams. Therefore, it required numerous automations and unique customizations to accelerate its various processes.

Streamlined services across all locations

With its ISD managing services in hundreds of locations, it required over 1,000 categories of tickets to be created. Based on the category, tickets are routed to an individual technician or a group. Additionally, relevant information is automatically populated on the ticket for the technician. Ticket assignment is further customized so that when tickets are created after business hours, they are assigned to on-call technicians who vary depending on the weekly roster.

ManageEngine implemented the incident, problem, change, and asset management processes along with a configuration management database and a service catalog for the ISD. The ISD also leveraged the built-in UEM integration with ManageEngine Desktop Central to manage its LAN and WAN architecture. The entire implementation process included a pilot proof of concept (a prototype instance for user acceptance testing (UAT), live testing, product environment testing, and technician training) before the live rollout. Overall, the migration from a legacy solution to a modern, full-stack ITSM platform was smooth and successful.