Case Study: Salinas Valley Memorial Healthcare System achieves streamlined IT service delivery to support quality patient care with Freshservice

Salinas Valley Memorial Healthcare System (SVMHS) transforms its IT service desk to offer quality patient care services with Freshservice

Salinas Valley Memorial Healthcare System (SVMHS) is a California district healthcare system with 15+ multispecialty clinics, more than 2,000 staff and 300 physicians serving roughly 600,000 patients a year. Its 85‑agent IT team handled about 1,200 tickets monthly but was hampered by multiple fragmented helpdesks and a cumbersome BMC Remedy ITSM that required constant maintenance, lacked mobile usability, and couldn’t effectively prioritize requests or track SLAs.

SVMHS implemented Freshservice in a phased, rapid rollout—linking shared email, automating workflows and integrating Ambulatory Informatics with minimal training—giving the IT team centralized communication and better visibility into requests. The change drove greater coordination across teams, increased self‑service adoption, reduced reliance on emails and calls, lowered operational overhead, sped time‑to‑value, and led other IT groups to adopt Freshservice, with phone integration planned next.

Salinas Valley Memorial Healthcare System

Audrey Parks

Chief Information Officer