Case Study: Mission Health achieves ITIL-aligned service management and faster incident resolution with EasyVista

Mission Health Puts the Power of ITIL to Work with EasyVista

Mission Health, a large not-for-profit health system in western North Carolina with more than 10,000 employees and a 300+ person IT organization, faced fragmented tools and processes after growth through acquisitions. Under the CIO they needed a single, enterprise-grade ITSM and ITIL-based common language to harmonize operations, reduce service disruptions that impact patient care, and provide a foundation for continual process improvement.

Following an RFP, Mission Health implemented EasyVista for its ITIL-embedded workflows, deploying Incident and Change Management (with integrations to Everbridge and templates for standard changes) to speed restoration, enable root-cause analysis, and enforce change governance. The outcome was faster incident resolution, more consistent and efficient change processes, a shared service-management vocabulary across teams, expected cost efficiencies from consolidating tooling and assets, and plans to expand into Major Incident, Problem, and Asset/Configuration management while tracking adoption and service metrics.

Mission Health

Justin Meadows

Manager of IT Service Management