Case Study: Legacy Health achieves service-based IT delivery and 25% increase in service desk utilization with Cherwell Software

Health System IT team transitions from product-based to service-based delivery system

Legacy Health, a regional health system supporting 13,000 employees and 18,000 non-employee partners, faced an inflexible ITSM tool that caused low service desk utilization, painful upgrades, and poor visibility into critical systems like Epic EHR and SolarWinds. The IT team needed a configurable, integratable platform and a partner to shift from a product-based to a service-based, customer-centric delivery model.

By partnering with Cherwell, Legacy deployed core IT services in 10 weeks and implemented incident, change/release, CMDB and asset management, plus custom dashboards and integrated monitoring. The result was a 25% increase in service desk utilization, faster detection and mitigation of issues (reducing outages), improved decision-making and responsiveness for employees and partners, and more IT capacity to focus on initiatives that support patient care.

Legacy Health

Stephen Schmidt

ITSM Manager and Senior Consultant for Training and Staff Development for IIS