Case Study: Akron Children's Hospital achieves higher service levels and faster first-call resolution with Ivanti Service Manager

Akron Children’s Hospital Keeps the Focus on the Patients, Not Devices, with Ivanti Service Manager

Akron Children's Hospital, the largest pediatric healthcare system in Northeast Ohio with two campuses and 60+ locations, faced the challenge of keeping clinical systems and devices reliably supported so patient care wouldn’t be impacted. To meet strict SLAs, reduce service‑desk abandon rates, and allow staff to request help from any device, Akron Children's Hospital turned to Ivanti, deploying Ivanti Service Manager for incident, change, problem, and knowledge management.

Ivanti migrated the hospital to Ivanti Service Manager (with Dataseti consulting), providing web access, role‑based dashboards, automated change control, and an auto‑populating knowledge base that speeds triage and onboarding. The result: first‑call resolution rose from 75% to 82% after the migration (and earlier Ivanti ITSM work had improved first‑call resolution to 68% and cut abandon calls from 28% to 6%), high‑priority incidents are resolved within four hours, and Service Manager has driven faster onboarding and wider adoption across departments — all credited to Ivanti.

Akron Children's Hospital

Ronda Wicks

I.S. Service Desk, Operations and Telecommunications Manager