Case Study: Service Corporation International achieves centralized ticketing and business insight with Ivanti Service Manager (cloud)

Service Corporation International Takes Ivanti to the Cloud

Service Corporation International (SCI), North America’s leading provider of funeral and cemetery services with over 2,000 locations and 18,000 computers, needed a centralized, scalable way to ticket, track and report on IT and business processes as it expanded and moved more operations onshore. To support mobile and remote users, vendors and outsourcing partners, SCI turned to Ivanti, moving from its original Ivanti Help Desk “Classic” on‑premise system to Ivanti Service Manager in the cloud.

Ivanti implemented a cloud deployment of Ivanti Service Manager that consolidated incident management and workflows across IT, finance, HR, sales and procurement, added BI reporting for better business insight, and enabled vendors and outsourcers to update tickets directly. The solution now supports about 400 analysts, handled 328,000 tickets in a year, simplified migrations (including moving SCI’s service desk onshore with no disruption), lowered costs through concurrent licensing, and improved user satisfaction and operational visibility for SCI.

Service Corporation International

Thomas Smith

Director, Information Technology Support