One of the largest integrated managed care consortium based in Oakland, California. Operates in 8 states with 11 million health care members, 209,000 employees, 21,250 physicians, 54,100 nurses, 39 medical centers, and 720 medical facilities across the USA. The enterprise currently runs with 30K servers with an IT employee strength of 700.

The client envisioned a unified remote infrastructure environment which can integrate with multiple sources of information about system events with self-healing of systems and auto-remediation of incidents. Client was looking for managed services that include necessary support for monitoring tools, analysis and identification of the root cause of  incidents and apply security recommendations as defined in security policies for Monitoring Infrastructure

THE BUSINESS CHALLENGE

  • Manual processes and growing scale of the environment was overloading IT staff, resulting in very long time (approx. 3 days) to resolve critical incidents and growing backlog (~1000) of work requests.
  • IT staff consumed with reactive tasks leaving no time for process improvement.
  • Low level of integration of multiple tools and siloed repositories of information (CMDB, incident logs, ITOM) made it difficult to correctly diagnose and resolve incidents first time, resulting significant rework effort and time to close incidents.
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TECHNOLOGY COMPONENTS

IBM and Netcool monitoring, BMC Remedy/ServiceNow

THE APPROACH

  • Performed workshops with business and IT stakeholders to identify people, process, tool issues and desired outcomes for 8 weeks
  • Create future state architecture and end-state visualization for integrated solution
  • Staffed a blended team of client and Trianz onshore/offshore resources to attack backlog.
  • Took complete control over the server monitoring by providing the necessary support.

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TRANSFORMATIONAL EFFECTS

  • Decreased the incident remediation time and ensured adherence to all committed business SLA’s
  • Reduced the backlog of work requests by 91% over a period of 5 months.
  • Estimated improvement of 20% in staff efficiency

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