Case Study: The Priory Group achieves faster, more efficient IT service delivery with Ivanti Service Manager

IT Service Automation Helps The Priory Group Better Serve its Clients

Priory Group, a leading UK provider of mental healthcare and addiction treatment operating 400 facilities and serving over 30,000 people a year, was struggling with an aging helpdesk ticketing system that could not scale as its IT team grew from 2 to 30 agents and handled about 400 tickets a day. To modernize and automate service delivery, Priory Group selected Ivanti and deployed Ivanti Service Manager.

Ivanti implemented a self-service catalogue and automated workflows (notably for new-user requests), replacing the old ticketing chaos with a single, scalable service-management platform in about five weeks. The Ivanti solution has processed roughly 2,500 service requests since go‑live, supports the daily ticket volume of ~400 (including 50+ new‑user requests a day), improved IT efficiency by around 90%, consolidated processes, and helped Priory Group achieve ISO27001 accreditation.

Priory Group

Claire Dunn

IT Director