Case Study: Driscoll Children's Hospital achieves exceptional IT service and streamlined workflows with EasyVista

Driscoll Children’s Hospital Gives Employees Exceptional IT Service With EasyVista

Driscoll Children’s Hospital, a 189-bed pediatric center serving 31 South Texas counties with 1,800 employees, supports more than 3,000 end users and handles roughly 23,000 tickets and 6,000 service requests a year. To modernize support and uphold its high standard of patient-centered service, the hospital’s 10-person help desk needed a proven ITSM solution to improve self-service, centralize knowledge, reduce human error and gain clearer intelligence on incidents versus requests — and chose EasyVista after evaluating several vendors.

By deploying EasyVista’s Incident, Service Request, Change, Asset and Problem Management along with a self-service portal and workflow engine, Driscoll centralized its knowledge base, automated multi-step processes (for example, network printer installs) and made it easier for staff to request and track help 24/7. The outcome: stronger self-service adoption, faster, less error-prone processes, better separation of incidents from requests, and deeper insight into end-user needs — enabling quicker resolutions and improved planning.

Driscoll Children's Hospital

Paul Sanderford

Help Desk Supervisor