Case Study: FirstCare Health Plans achieves unified ITSM, better visibility, and lower costs with Samanage

Benefits of Unified IT Asset Management and Service Desk Extend Beyond IT

FirstCare Health Plans is a Texas-based health insurer serving 108 counties with more than 400 employees. Its six-person IT help desk was using ServiceNow but couldn’t leverage the platform fully—customization required near–full-time administration and costs became unjustifiable, leaving the team without a manageable, integrated ITSM and asset solution.

After a six-month evaluation, FirstCare adopted Samanage for its ITIL-aligned, SaaS-based service desk and asset management. Implementation was fast—about 90% of devices discovered on day one and 99% listed soon after—and the intuitive UI went live immediately. Samanage delivered simpler reporting and KPIs (including time-to-first-response), reduced administrative overhead, and extended workflow ticketing to multiple departments so managers can view queues, estimate workload, and run reports.

FirstCare Health Plans

Brian Moore

Help Desk Manager