Case Study: Loudoun Medical Group achieves faster ticket resolution and improved IT visibility with Samanage

Better Experience and Better Service Begins with an IT Service Management Solution

Loudoun Medical Group, a large physician-owned multi‑specialty practice with over 250 providers and 80 offices, faced ITSM challenges using Microsoft System Center Service Manager: limited customization, a single admin who could make changes, no easy service portal, and tickets falling through the cracks—prompting the IT team to seek a more flexible, user-friendly solution.

They implemented Samanage, a cloud-based ITSM with an intuitive service desk portal, asset management, easy customization and SSO. The new system enabled standardized classification and escalation, simple SLAs and alerts (e.g., one-hour untouched-ticket warnings), clearer visibility and reassignment of work, broader departmental use of service forms, and improved team and end-user satisfaction.

Loudoun Medical Group

Tyson Hoffman

System Administrator