Case Study

Legacy Health

weeks to deploy core IT services
increase in service desk utilization
employees (and 18,000 partners) supported

Health System IT team transitions from product-based to service-based delivery system

The Challenge

Before implementing Cherwell Service Management, Legacy Health’s service desk staff were engaged in an ongoing struggle to get what they needed out of their ITSM tool. The paging and alert system wasn’t flexible to support the needs of different technical teams, and the service desk suffered from low utilization among IT technicians and end users alike. To top things off, upgrades were painful and time-consuming—yet another sign that it was time for a change.

The Legacy IT team needed a configurable platform that was able to integrate with systems like Epic EHR and SolarWinds to provide visibility into the needs of its healthcare staff. But more than just a vendor, Legacy Health sought an ongoing partner to help them regain a customer-centric approach to service delivery.

The Solution

Two years into their partnership with Cherwell, the Legacy Health IT team is more proactive, engaged, and responsive than ever to the needs of its medical and administrative staff. The team frequently taps into Cherwell’s extensive healthcare user community to learn and share best practices through virtual user groups. They’ve implemented incident management, change and release management, a configuration management database (CMDB), and asset management. 

Legacy Health

The flexibility of the Cherwell platform makes it easy for them to build customizable dashboards to monitor trends and stay ahead of staff needs. They even use the platform as a single source of truth to manage the 18,000 non-employee partners that need access to their systems.

Because they’re able to monitor Epic EHR and other critical applications using the Cherwell platform, they can quickly deploy the right team to mitigate issues and–in some cases, even prevent failures that would otherwise lead to system outages or disruptions to patient care. No longer burdened by unplanned work, the Legacy Health IT team can focus on higher-value initiatives that support the needs of medical staff, so they can remain focused on their number one priority: delivering the highest possible quality of patient care.

"Where Cherwell really hits the mark is with empathy. They understood what we needed to happen, as well as our challenges. They helped us with our roadmap to make our vision possible." - Janine Jacobs - Director Informatics Education and User Services

Business Impact

  • Greater flexibility and agility to respond to user needs

  • Better decision making and support due to visibility gained through custom dashboards

  • Improved service delivery via integrated monitoring and management, better alerts, and change and release management

  • Extended service delivery, encompassing both employees and non-employee partners

Legacy Health