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Katie McKenna | February 24, 2017

Agnesian HealthCare Centralizes ITSM with EasyVista, Wins Award

The very first step to solving most problems is research. Whether Google-ing “how-to” instructions for a home improvement project or reading reviews to choose the perfect gym, the goal is to learn from those that have succeeded before. This is especially applicable in IT—no reason to reinvent the ITSM wheel when other organizations are facing and overcoming the same issues. Agnesian HealthCare, a not-for-profit integrated healthcare system headquartered in Wisconsin, is a shining example of an organization that’s doing ITSM right. Read on or download the full case study to hear how centralizing IT under EasyVista’s SaaS-based ITSM solution led to previously unimaginable gains in efficiency with less effort.

A history of IT outsourcing evolves to a future of efficient insourcing


For over 120 years, Agnesian HealthCare has provided health services to residents across Wisconsin through a collection of respected hospitals, medical centers, clinics, laboratories and senior assisted living centers. The health services provider has an interesting IT history. Up until three years ago, Agnesian HealthCare maintained an outsourced model for IT operations. In an effort to deliver better service to its end-users—spanning from doctors, nurses and support staff to patients and their families—Agnesian’s CIO, Nancy Birschbach, made the decision to insource IT, bringing EasyVista on as its service desk software solution. Centralizing ITSM activity through EasyVista has been a game-changer, resulting in huge benefits:

  • Greater service visibility – EasyVista gives Agnesian’s 13-person service desk team a full view into all tickets and records—a monthly average of 700 service requests, 2,500 incidents, and 35 change orders. This is massively important considering the service desk is a 24/7 operation.
  • Increased speed of service – Automated workflows mean that multiple tasks can be launched from a single ticket at the same time, resulting in faster response rates.
  • Ease of management – With EasyVista’s SaaS -based ITSM solution, Agensian HealthCare doesn’t have to worry about maintenance. EasyVista updates and maintains the tool while ensuring its integrity, freeing Agnesian to focus on delivering superior services to their customers.
  • Continuous Improvement – EasyVista dashboards allow Agnesian HealthCare to track performance and determine opportunities for greater efficiencies.

Industry awards and moving forward

All of Agnesian HealthCare’s hard work paid off when in November of 2015, Healthcare IT News named the healthcare provider to its list of the Best Hospital IT Departments. Agenesian intends to continue providing the best service delivery possible to its customers. What’s next?  The team is interested in creating more automated workflows to reduce manual tasks and accelerate service outcomes.

Learn More

Download the full Agnesian HealthCare case study: EasyVista Contributes to Stellar IT Service Within Agnesian HeathCare’s Award-winning IT Organization

See how EasyVista’s automation and workflows work in this short demo: Automation for Service Management

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Katie McKenna

Katie McKenna is the Digital Marketing Manager at EasyVista, managing all aspects of social media and the company’s web presence. She enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. Katie is also an avid reader, pizza enthusiast, and horror movie lover. Follow Katie’s latest tweets on EasyVista and industry news at @EasyVista.