Case Study: Arthritis Foundation achieves a unified, cloud-based service desk and frees IT to focus on technical resolutions with Samanage

Non-Profit Creates Multi-Department Solution with Samanage

The Arthritis Foundation, a non-profit that supports families and patients living with arthritis, needed to replace an aging on‑premise help desk (WebCenter) that created maintenance overhead and limited remote access. With a growing remote workforce and a small IT team, leadership prioritized a cloud solution that was simple to use, cost‑effective, and accessible from any device.

After evaluating alternatives, the Foundation implemented Samanage: a cloud, customizable ITSM with an intuitive self‑service portal and email ticketing. The move eliminated the need for servers, improved ticket tracking, reporting and knowledge base use, and centralized multiple departments into one service catalog—freeing IT from routine operations requests so they can focus on technical resolutions.

Arthritis Foundation

Jeff Hulsey

Group V.P., Technical Services