Case Study: Princeton HealthCare System achieves 95% SLA success and lower support costs with Landesk Service Desk

Service Desk Provides Data Needed to Improve Services to End Users and Significantly Reduce Costs

Princeton HealthCare System, a large healthcare provider in central New Jersey, needed better visibility into its IT support operations across 2,400 devices and multiple facilities. Using a manual, outsourced ticketing process, the organization lacked granular reporting, spent hours preparing for audits, and had no easy way to track ticket status, approvals, or technician performance. LANDESK Service Desk was selected as the service management solution.

LANDESK implemented Service Desk to automate workflows, improve reporting, and give Princeton HealthCare System real-time insight into IT activity. The results included a 95% SLA success rate, audit-ready reports that replaced manual spreadsheet work, and a 50% reduction in end-user calls thanks to a self-service portal. The data also helped justify cost-saving changes, including thin clients, outsourced printer support, and reducing one team from 14 technicians to 10, delivering significant cost avoidance and hundreds of technician hours saved each year.

Princeton HealthCare System

Ed Henry

Director of Technology