A medical company streamlined its priorities and gained rapid insight into IT tickets thanks to OXARI

Our client from the medical industry faced the challenge of organizing IT processes and implemented the OXARI system, which introduced a clear division of responsibilities, transparent priorities, and full visibility into ticket status. The result? Cutting response time by half, SLA levels close to 100%, and complete control over processes.

From scattered tickets to centralization

For such a large medical organization, which has more than 600 branches and several medical centers, reliable IT support is essential for smooth daily operations. Any delay or lost ticket affected both the comfort of specialists’ work and the quality of patient care. This meant that problems with a registration desk computer, medical software failures, or a malfunctioning printer prolonged patient visits and disrupted the facility’s day-to-day work.

“Before implementing OXARI, IT infrastructure management was highly dispersed, and processes were based on email exchanges or conversations in the office. It was difficult to clearly identify the responsible person and track the status of incidents,” recalls the IT Service Desk Manager.

The lack of centralization led to chaos—some tickets were duplicated, others were lost in a flood of messages, and some landed with the wrong people and kept bouncing back. Additionally, IT staff often learned about the same incident from several different sources, causing unnecessary workloads. Sometimes smaller issues remained unresolved because no one monitored them amid the overload of incoming tickets.

The IT team therefore operated reactively, focusing on extinguishing immediate “fires.” There was no space for analyzing root causes of recurring incidents or planning preventive actions.

The need for a full picture of the situation

As the company grew, so did the number of tickets submitted to the IT department. The support team had to handle more and more incidents, and without a central system, each new issue further complicated their daily work. At this scale, relying on emails or hallway conversations was no longer enough. There was a growing need for a tool that could present a complete picture of the situation—from ticket registration and assignment, through prioritization, to reporting and incident analysis.

Goals set by the IT team

• Centralize all tickets so every problem and incident goes into one system.
• Automate assignment to eliminate manual routing and related delays.
• Shorten response times so tickets are immediately directed to the right person.
• Control SLA and employee workload to obtain measurable efficiency indicators.
• Enable reporting and analysis to not only solve problems but also learn from them and prevent recurrence.

Why did the medical company choose OXARI?

Our client began searching for an ITSM system when it became clear that scattered tickets and a lack of reporting tools were hindering the organization’s development. The goal was to find a tool that would both streamline daily incident handling and provide SLA control along with data analysis capabilities.

The implementation covered several key OXARI modules that support different areas of IT operations:

• CMDB – a database of more than 2,500 configuration items giving the IT team full visibility into the infrastructure and relationships between systems, devices, and applications.
• Service Desk – a central place for registering and handling all tickets from across the organization. Instead of emails or phone calls, every ticket enters the system, where it is categorized, prioritized, and assigned to the correct person.
• Workflow – a process modeling and automation tool that reflects and organizes procedures so tickets move through clearly defined stages.
• Knowledge Base – a repository of ready-to-use instructions and problem resolutions that shortens response times and ensures consistency of IT actions.

The biggest challenge turned out to be organizing existing, informal processes and convincing employees to use one system instead of many scattered channels. The shift required the team to move from email- and conversation-based work to a structured, measurable ticket-handling process.

“The biggest challenge was organizing the existing processes, which previously operated informally. From the technical side—supported by the OXARI team—the implementation went exceptionally smoothly,” emphasizes the IT Service Desk Manager.

What results did OXARI bring?

Since the launch of OXARI, the IT department’s work has undergone a clear transformation. The chaos of tickets disappeared, replaced by transparent, structured processes. Tickets no longer get lost in email inboxes or hallway conversations. Each one reaches a single system where it is registered, assigned to the appropriate person, and prioritized according to defined rules.

“The greatest improvement is the full automation of ticket handling—each one goes to the right person, and priorities are set automatically. This allows IT staff to focus on solving problems rather than managing the process,” says the IT Service Desk Manager.

The effects of this change are easy to measure. The average ticket resolution time has been cut in half, meaning users receive the help they need much faster. The number of incidents handled per employee has increased by several dozen percent, and SLA indicators now reach nearly 100%. This proves that the OXARI implementation significantly boosted the efficiency of our client’s IT team.

Another major improvement came with real-time reporting. On a single screen, managers can check how many tickets are open, who is working on them, and which require immediate attention. This makes it easier to monitor employee workload and plan team activities. For the support team, changes in daily work comfort were just as important. A clear division of responsibilities, transparent priorities, and real-time visibility into ticket status made work more predictable and less stressful.

Implementation summary

This implementation shows that organizing IT processes and adopting an ITSM system is an investment that quickly pays off in team efficiency and the quality of service delivered across the organization.

The most important advice from the IT Service Desk Manager:

“Don’t delay the decision. The sooner you implement OXARI, the sooner you’ll see tangible results. It’s also worth taking the time to analyze processes before implementation to fully leverage the system’s potential.”

If your IT department is struggling with chaos, tickets scattered across many channels, and a lack of transparency, now is the best time to implement an ITSM system. OXARI will help you centralize tickets, cut response times by half, and build processes that support your business growth.

Contact us today.