Case Study: U.S. Department of Veterans Affairs achieves streamlined IT service management and faster ticket resolution with Serena Software

The U.S. Department Of Veterans Affairs Leverages Serena Solution To Streamline It Service Management

The U.S. Department of Veterans Affairs Region 4 supports 65,000 users across dozens of medical centers and handled up to 5,000 requests daily. The region struggled with fragmented ITSM practices inherited from multiple networks, rigid incumbent tools that left tickets stranded, and no standard processes or visibility to measure and improve service delivery.

Region 4 selected Serena’s configurable, process‑based ITSM to integrate help desk, incident, change and request workflows, enabling rapid process changes, eliminating duplicate data entry, and providing roll‑up reporting. The solution reduced license costs by over 50% versus the incumbent, accelerated ticket resolution, improved transparency with standard reports across sites, and boosted staff productivity while enabling automation of additional services.

U.S. Department of Veteran Affairs