IT Service Automation Enables Better Client Care

Leading UK behavioural health provider gains faster IT issue response times and resolutions.

The Priory Group supports the health and well-being needs of more than 30,000 people every year, via a network of 400 facilities that support healthcare, education and children services, and adult care services. The Priory is best-known for Roehampton Hospital, a premier provider of addiction treatment.

Industry: Healthcare



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How Best to Modernise IT and Improve Service Delivery?

In six years, The Priory IT service desk grew from two people to 30 agents handling 400 tickets a day. As it served more people in more locations, The Priory outgrew its ageing IT helpdesk ticketing system, which supports its employees and service users. Once that system lost its vendor’s support, The Priory needed to make a change – and fast.

Benefits to The Priory Group

Service: More, Better, Faster

Incidents are now separate from service requests, each of which is tightly linked to business value. Within the first year of deployment, the Service Manager self-service catalogue has enabled managers to handle more than 2,500 service requests.

More Automation for More Efficiency

The Priory previously handled more than 50 “new user” requests each day via disjoint, manual processes. Each request could generate as many as five separate tickets, each for a different team. These have now been automated and consolidated. “With Ivanti Service Manager, we’re 90 percent better than we were before,” said IT Support Specialist Sarah Nash. “Implementing Ivanti Service Manager has increased the efficiency of the IT team, consolidating processes and supporting us in our ISO27001 accreditation, which we achieved following the implementation,” added Group IT Director Claire Dunn.

Ready for the Future

The Priory service desk now handles some 400 service requests each day, and the volume is growing. As its business continues to expand, the Priory IT department plans to build upon its initial success with Service Manager, and to add Change Management, Problem Management, and Release Management to its solutions portfolio.

More Modern IT Means More and Better Client Care

The Priory Group improved the efficiency of its IT team and the care it provides its clients by modernising its IT with Ivanti Service Manager. The company is now poised to handle growth gracefully, and to increase the business value of its IT investments even more.