Mission Health Services

Customer Profile

Mission Health Services is a nonprofit skilled nursing and rehabilitation provider in Utah, caring for 500-600 patients each month. Their facilities are known for their focus on dignity, compassion, and exceptional care. 

IT plays a crucial role in the organization’s mission, supporting over 500 employees, 450 devices, and multiple locations spread across several hours of travel. But behind the scenes, Mission Health’s lean IT team was drowning in manual work. Requests were tracked in spreadsheets, tickets sat open for months, and staff often resorted to their own workarounds rather than relying on IT.

Michael Hughes, VP of IT, knew things had to change. With HIPAA compliance to uphold and multiple facilities to support, he needed a smarter, more efficient way to manage IT requests. After considering many solutions, Mission Health settled on SysAid. 

Here’s how their partnership has turned IT into a well-oiled machine.

Workflows & Automation: From Reactive to Proactive IT

Manual ticket tracking meant delayed responses, frustrated employees, and an overall lack of visibility. Users would email a helpdesk group, but there was no formal tracking, and some tickets remained open for days or even weeks.

With SysAid ITSM, Mission Health Services now has a centralized, automated ticketing system that prioritizes urgent issues, and provides real-time status updates to users. Beyond improving day-to-day operations, these improvements have actually made IT more scalable, allowing the company to keep up with growth and acquisitions without IT becoming a bottleneck.

Key improvements include:

• Instant ticket handling & smarter troubleshooting
  Users receive immediate confirmation emails, assigned technicians, and follow-up questions, ensuring IT has the right details from the start.
• Proactive follow-ups & auto-closures
  Tickets open for more than 2 days trigger automatic alerts, and unresolved tickets auto-close after 4 days, eliminating backlogs.
• Smarter resource allocation
  SysAid’s dashboard tracks ticket volume by location, helping IT prioritize site visits and training needs before problems escalate.

MTTR: From Days to Hours

This visual shows how Mean Time to Resolution (MTTR) has dropped drastically. As Michael explained, “25 days would not have been out of the norm prior to SysAid.” Apart from a temporary bump caused by a system outage, the trend is unmistakable downward, with resolutions now happening in 1 business day or less.

Bringing Monthly Ticket Volume Under Control

Since implementing SysAid, Mission Health Services has processed over 20,000 tickets, while dramatically reducing backlog and improving efficiency. Previously, IT managed 60-90 open tickets at any given time, but with automated workflows and better prioritization, that number is now just 20. SysAid’s reporting also helps track ticket volume by location, allowing IT to proactively allocate resources and prevent recurring issues.

Fewer Issues, Happier Users

The IT team encourages staff to use the request feature, which helps IT better categorize and prioritize issues while reducing unnecessary escalations. With continued adoption, SysAid’s structured workflows will further optimize IT support and response times.

Thanks to SysAid’s flexible and customizable interface, Mission Health Services has been able to set up workflows tailored to its unique needs, streamlining IT support and improving efficiency across the board.

Advanced Reporting & Dashboards: Data-Driven IT Decisions

With over 625 employees, 450 devices, and multiple locations, Mission Health Services needed better visibility into IT operations. Before SysAid, leadership had no clear data on ticket volumes, response times, or resource needs.

With SysAid’s Advanced Reporting, IT can now track and measure performance in real-time.

• Dashboards highlight open vs. closed tickets, SLA compliance, and resource allocation.
• Leadership receives automated weekly & monthly reports.
• Site visits are now data-driven, prioritizing locations with the highest ticket volume.
  
  

Stress-Free Compliance: How SysAid Simplifies HIPAA & Security

Meeting HIPAA, Medicare, and Medicaid requirements used to be a burden for Mission Health Services’ small IT team. With SysAid, compliance is now built into everyday operations, ensuring data security, fast incident response, and audit-ready documentation.

Here’s how SysAid makes compliance easy:

• Secure cloud infrastructure eliminates on-prem server risks with automatic updates and built-in security safeguards.
• HIPAA-Compliant Business Associate Agreement (BAA) provided by SysAid ensures data confidentiality, breach notifications, and security protocols.
• Automated audit trails for tracking every IT request, resolution, and security event, removing the friction from compliance reporting.
• Faster incident response thanks to automated workflows and alerts, enabling IT to quickly address security issues before they escalate.
• Centralized Knowledge Base keeps compliance policies and IT procedures easily accessible, so staff always have the latest information.

By automating compliance-related tasks, SysAid allows IT to focus on supporting employees and delivering better patient care without worrying about regulatory roadblocks.

Future Plans: Expanding Automation & AI

Mission Health Services is just getting started with SysAid’s automation capabilities. The IT team is actively working on fully automating new user onboarding, removing manual admin work and accelerating setup times. 

Beyond onboarding, the team is also looking to reintegrate Microsoft Teams to streamline ticket creation and knowledge base access. AI-powered automation is another priority, as it has the potential to reduce IT workload and improve response times.

With SysAid Copilot on the horizon, Mission Health Services aims to enhance self-service capabilities for employees and reduce routine tickets, allowing IT to focus on strategic improvements rather than manual troubleshooting.As the organization continues to grow, SysAid remains central to ensuring IT scales efficiently while maintaining compliance and service quality.