Case Study: Memorial Health Services achieves faster IT support and asset tracking with BMC Track-It!

MHS needed a help desk solution that could both accommodate the IT needs of the enterprise and all the hospitals within the MHS network

Memorial Health Services (MHS), a healthcare network of six hospitals, faced challenges managing its complex and dispersed IT infrastructure. They needed a centralized way to track help desk requests and IT assets across all locations without straining internal resources. To address this, they selected the BMC Track-It! solution for its automation and customization capabilities.

By implementing BMC Track-It!, MHS automated its help desk workflow, enabling skills-based routing of requests and remote problem diagnosis. The solution provided real-time asset tracking and comprehensive reporting. The results included a 96% satisfaction rating for response time, increased work efficiency, and significant cost savings by reducing the need for on-site IT visits, leading MHS to upgrade its BMC Track-It! system multiple times.

Memorial Health Services

Terolyn Phinsee

Project Manager