Case Study: a U.S.-based behavioral health and foster care leader improves IT service delivery with Cprime ServiceNow ITSM

a U.S.-based behavioral health and foster care leader reduces MTTR by 35% with Cprime

The customer, a U.S.-based behavioral health and foster care leader, faced constrained growth and visibility due to an aging BMC Footprints ITSM system. Manual processes and siloed systems led to slow service delivery, with critical incidents taking up to 72 hours to resolve. The organization selected Cprime to implement a modern ServiceNow ITSM solution to address these challenges.

Cprime implemented the ServiceNow ITSM platform with key modules, an integrated CMDB, automation workflows, and an Employee Center for self-service. This solution reduced mean time to resolution by 35%, lowered operational costs by 20% through automation, and increased self-service adoption by 50%. The vendor, Cprime, helped the customer establish a scalable, analytics-enabled ITSM foundation that reshaped service delivery.