How Landeskrankenhaus transformed IT support with proactive innovation

On the path to full automation

Landeskrankenhaus is a leading German healthcare provider, with over 5,000 employees delivering psychiatric, neurological, rehabilitative, and community-based care services across more than 30 locations.

Over the past two years, the organisation has been on a transformation journey with Ivanti to standardise and automate processes, streamline device management, and move from reactive to proactive IT — without compromising critical, 24/7 patient care. Implementing Autonomous Endpoint Management, powered by Ivanti Neurons platform, has been central to this shift, enabling a smarter, more efficient way to manage and protect IT.

The challenge

Like so many organisations, Landeskrankenhaus found itself struggling with a fragmented IT landscape that left it juggling devices from a range of different providers across its sites. This setup created confusion for users and inefficiencies for IT. Their small, 40-strong IT team was stretched to its limits scrambling to manage mounting support ticket loads and disgruntled users across over 30 sites, using disparate tools and processes.

• Proactive maintenance was almost impossible when patient care is 24/7. Scheduled patching, especially for devices used to treat patients, wasn’t a viable option — patient care had to come first, forcing the team into a cycle of reactively addressing disruptions instead of driving innovation. User complaints were high as was the workload on IT staff.
• Threat discovery was also accelerating at a pace that left their manual patch remediation approach lagging. It’s what security leaders call the ‘Patch Apocalypse,’ with critical vulnerabilities being uncovered at machine speeds, powered by new AI models and at an unprecedented pace.
• Evolving compliance demands added further complexity. Operating within Germany’s particularly stringent regulatory environment, the team had to continuously adapt to safeguard sensitive data while keeping pace with new requirements.

It all meant that IT teams were stuck in a reactive, crisis-mode cycle, leaving no time for innovation or forward thinking. Something had to change and fast. Landeskrankenhaus urgently needed a unified, scalable solution that could be seamlessly deployed without impacting service delivery and patient care. They turned to Ivanti to make it happen.

The solution

With a clear need for transformation, Landeskrankenhaus partnered with Ivanti to modernise its fragmented IT operations and establish a trusted system of record for their IT and Security operations. By deploying Ivanti’s Autonomous Endpoint Management powered by the Ivanti Neurons platform, the organisation shifted from reactive, tool-centric management to an intelligent, data-driven model that automatically detects issues, advises on remediation actions, executes changes and delivers secure, seamless digital experiences.

• Autonomous Endpoint Management has transformed IT from managing endpoints one issue at a time to an autonomous operating model. Proactive automation has been a gamechanger:  Self-Healing bots detect and resolve issues before they disrupt operations. Asset Discovery and real-time insights proactively monitor device health (e.g., tracking battery lifecycles), which has minimised downtime and kept systems running smoothly. Digital Experience management automates critical processes like user profile loading during login, which has streamlined workflows and enhanced employee efficiency.
• Autonomous Patch Management has integrated risk-based vulnerability management, enabling vulnerability scans to automatically trigger patching updates and workflows across devices based on a (CVE) severity score. Devices with high-severity vulnerabilities are now patched immediately, while others follow scheduled patch cycles, enhancing compliance and reducing vulnerabilities without manual intervention.  
• Ivanti Neurons Platform has established a centralised system of record for IT and Security operations providing the team a unified, real-time view across their devices, users and risk. This data foundation has enabled Landeskrankenhaus to make informed decisions faster, simplified operations, driving efficiency at scale.
• IT Service Management optimises communication between IT support and users with a unified support ticket system – and new Agentic AI capabilities automate device support by automatically logging events, identifying issues and answering questions.

A phased, collaborative, pain-free rollout

To ensure a smooth transition, Landeskrankenhaus and Ivanti began with a thorough assessment of the healthcare providers' IT needs, followed by a successful proof of concept (PoC). They started small by testing the solutions within the IT department before gradually rolling them out across all sites, minimising disruption and ensuring seamless adoption. Today, the hospital uses nearly the entire Ivanti suite, adopting Ivanti’s Autonomous Endpoint Management solution and integrating its tools into their daily operations.

Incredibly, the shift simply felt like a gentle evolution for users: Things started to gradually look and feel different but at no point were processes disrupted by the IT re-organisation.

Delivering measurable results

Landeskrankenhaus has achieved significant efficiency gains and resource optimization with Ivanti’s solutions in place. The Ivanti Neurons platform provides a unified and authoritative source of truth for IT operations, reducing workloads and freeing staff to focus on strategic initiatives. The cumulative impact of automating routine but cumbersome tasks with Ivanti‘s Autonomous Endpoint Management has also delivered exceptional time and cost savings.

• IT ticket volume reduced by 12.5%: Automation resolved issues before they impacted users and deflected support tickets.
• Automated resolution: By automating endpoint processes, the number of tickets that needed manual processing reduced by a further 7.5% (total 20%)
• Registration times shortened: User logins optimised.
• Hardware costs cut by 15%: Proactive lifecycle management and warranty tracking minimised replacements.
• Improvement in IT security: Thanks to intelligent and automated patch management, the patch status was raised from 65% of patches applied (including software patches) to 98%, without impacting the user experience.
• Request turnarounds cut from two weeks to five minutes after approval: Self-service portals automate everyday workflows from requesting mobile work setups to password resets and account unlocks.
• Integrated 40 disparate data sources into one unified source of truth: Data is integrated and consolidated enabling stakeholders to self-serve supported by comprehensive dashboards that deliver useful project overviews, vulnerability management and device status.
• Simplified security and compliance: Mandatory security frameworks are fulfilled by automated reporting and patching.
• Improved IT job satisfaction: Proactive management has evolved ITs role from repetitive updates and routine service requests, freeing up time for complex troubleshooting and higher-value tasks.
• Enhanced end-user experience: Employees can independently self-serve 24/7 to resolve common issues like password resets and account unlocks, making IT services faster and more reliable.
• Continuous operations vital for 24/7 patient care: By automating patch scheduling for when devices are already in downtime, updates can now be applied without ever taking key devices offline or disrupting patient care.

A stunning service delivery evolution

Landeskrankenhaus has moved from reactive support to proactive management with Ivanti and is already taking next steps towards Agentic AI self-service. It’s a powerful, ongoing evolution being delivered in close partnership with Ivanti, helping employees and patients benefit from fewer IT disruptions and faster support, while IT teams enjoy decreased pressure and a more proactive, fulfilling work environment.

Looking ahead

Landeskrankenhaus and Ivanti continue looking to the future, with plans to explore beyond AI to other emerging use cases. The focus remains on building an IT infrastructure that’s proactive rather than reactive, ready to adapt and grow alongside the hospital’s needs while keeping efficiency and user satisfaction at the heart of it all. Ivanti’s Autonomous Endpoint Management solution has been key to unlocking it all.

 

^{Note: A customer’s results are specific to its total environment/experience, of which Ivanti is a part. Individual results may vary based on each customer’s unique environment.}

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