FirstCare Health Plans: Benefits of Unified IT Asset Management and Service Desk Extend Beyond IT page 1 CHALLENGES Brian Moore, help desk manager at FirstCare, and his team of six were initially using Service- Now for their IT service management (ITSM) solution. While they did not have any issues with ServiceNow’s features, they found that the IT team was unable to utilize the entire solution to its full potential. “In order to make it do whatever we needed it to do, we almost had to have a full time employee dedicated to it,” said Moore. Because Moore and the FirstCare IT team weren’t getting what they required out of ServiceNow, they could no longer justify the cost. “It got to the point where we weren’t getting our money out of it,” said Moore. SOLUTION As Moore and his team beg

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