Case Study: Canadian Blood Services achieves 70% fewer outages and 50% fewer service‑desk calls with Ivanti Service Manager

IT Service Automation Enables Canada to Ensure a Safe Blood Supply

Canadian Blood Services, which manages Canada’s national blood, stem cell and organ registries, faced slow, paper-driven IT processes and insufficient IT service management automation. To replace spreadsheets and manual workflows with an ITIL-aligned platform, they selected Ivanti and deployed Ivanti Service Manager in the cloud to standardize incident, service request, change, release, problem, self‑service and service‑level processes.

Ivanti implemented an automated, phased rollout of Service Manager and related modules, giving Canadian Blood Services real-time dashboards, self‑service intake, and automated workflows. The results include a 70% reduction in outages, a rise in change success to 95% (from ~75%), a 50% cut in call volumes, about one‑third of intake moved to the web, and server provisioning reduced from roughly two weeks to about two hours — all credited to Ivanti’s solution.

Canadian Blood Services

Ralph Michaelis

Chief Information Officer