Case Study: BC Clinical and Support Services Society achieves best-practice IT service‑management transformation and major incident reductions with OpenText

Micro Focus helps this Canadian healthcare shared-services organization align disparate teams to achieve best-practice transformation

BC Clinical and Support Services Society (BCCSS) is a Canadian healthcare shared‑services organization that provides non‑clinical infrastructure and application support to British Columbia’s health authorities. After its 2010 formation, multiple IT groups and service streams operated in silos with disparate processes and practices; BCCSS needed a best‑practice IT service management program to create efficiencies, reduce risk, and deliver operational excellence.

BCCSS implemented Micro Focus IT Service Management Automation—Asset Manager, Service Manager, Universal Discovery and UCMDB—with advisory support from partner Effectual Systems Group to expand discovery and integrations. The initiative aligned teams around consistent ITSM practices, delivered more than 45 Tier‑1 application models, defined costs for 94% of managed assets, and improved operations—reducing repeatable incidents by 10%, emergency changes by 85%, and producing projected savings/avoidance of roughly $130,000 and $100,000 respectively.

BC Clinical and Support Services Society