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Medical Device Engineering Firm Reduces Service Desk Interactions, Decreases Resolution Time, and Speeds Diagnosis Time with Concierto MANAGE
Executive Summary
This leading medical device engineering and manufacturing organization transformed their IT operations using Trianz Concierto MANAGE, achieving significant improvements in service delivery and operational efficiency. Facing the challenge of fragmented ITSM solutions and lack of unified platform capabilities, they needed an enterprise-grade solution that could deliver comprehensive ITSM, ITOM, and streamlined cloud operations.
Concierto MANAGE's AI-powered automation and intelligent workflows eliminated operational silos while providing real-time visibility across their entire infrastructure.
Key Results Achieved:
- 50% reduction in service desk interactions
- 35% faster Mean Time to Diagnosis
- 33% decrease in Mean Time to Resolve (MTTR)
- 30% reduction in overall incidents
- 150 servers monitored with custom parameters and real-time dashboards
Customer Overview
Industry:
Healthcare & Life Sciences - Medical Device Manufacturing
Organization Size:
Large Enterprise
Transformation Focus:
IT Service Management | IT Operations Management | Cloud Operations
Concierto Platform:
Manage
Timeline:
Accelerated implementation timeline
The customer is a trailblazer in advanced engineering and manufacturing solutions for the medical device and life sciences industry. They are leaders in micromanufacturing, consistently investing in cutting-edge technology to address medical device manufacturing challenges and develop innovative medical devices.
Customer Environment
The organization operates in a complex technical landscape: Multi-location operations spanning multiple sites, supported by a large network of servers and workstations. Hybrid virtualization environment with VMware and Hyper-V technologies hosting Windows OS servers, MS SQL, and Oracle Databases. Cloud operations previously managed by a Managed Service Provider using multiple third-party tools.
Business Challenge
The organization faced several critical obstacles that hindered operational efficiency:
Fragmented ITSM Solutions:
Customer struggled with disparate systems for IT service management, knowledge management, patching, and monitoring, leading to operational inefficiencies and increased manual workload.
Lack of Unified Platform:
The absence of a single platform supporting all layers of infrastructure management, including both ITSM and ITOM, prevented streamlined operations and created visibility gaps.
Integration Challenges:
Without the ability to integrate systems effectively, the customer missed out on automation benefits that could improve both speed and accuracy in business-as-usual operations.
Siloed Information:
Different portals for each function resulted in siloed information, making it difficult to maintain a cohesive understanding of IT operations and hindering effective decision-making.
Automation Limitations:
The lack of scope for automation led to increased manual workloads, higher potential for human errors, and slower response times to incidents and service requests.
Solution Approach
Concierto MANAGE Platform
Trianz replaced the existing MSP with Concierto MANAGE platform, delivering a comprehensive transformation across ITSM, ITOM, and BAU cloud operations:
Streamlined Service Management:
Implemented automated ticketing, escalation paths, and SLA management to ensure consistent service delivery and accountability across the organization.
Comprehensive Server Monitoring:
Established monitoring for 150 servers with custom parameters, thresholds, and real-time dashboards, providing complete visibility into infrastructure health and performance.
Automated Event Management:
Configured predefined alerts, automated ticket creation, and auto-resolution features to reduce manual intervention and accelerate response times.
Proactive Monitoring Capabilities:
Deployed proactive monitoring with automated issue detection and resolution capabilities, shifting from reactive to predictive operations management.
Customizable Dashboards:
Created real-time status dashboards with historical analysis and personalized views, enabling stakeholders to track key metrics and make informed decisions.
AI-Integrated Runbook Automation:
Implemented AI-powered runbook automation for streamlined operations and enhanced ticket management, reducing repetitive tasks and improving consistency.
Automated Patch Management:
Established automated patch management processes ensuring up-to-date security across all servers, reducing vulnerability windows and compliance risks.
Continuous Improvement Focus:
Delivered customized dashboards and reports with a focus on continuous process improvement and operational excellence.
Why Trianz Concierto MANAGE
SaaS & Zero-Code Platform:
Rapid deployment without infrastructure overhead, enabling immediate value realization
AI-Powered Automation:
Intelligent workflows and predictive analytics reducing manual intervention
Multi-Cloud Ready:
Supports hybrid and multi-cloud environments with unified management
ITIL Compliant:
Enterprise-grade service management aligned with industry best practices
SAS 70 & CSA Star Certified:
Security and compliance certifications meeting the highest industry standards
Global Scale:
Proven ability to support large, distributed enterprise operations
Business Benefits
Transformation Outcomes
| Metric | Achievement |
|---|---|
| Service Desk Interactions | 50% reduction |
| Mean Time to Diagnosis | 35% faster |
| Mean Time to Resolve (MTTR) | 33% decrease |
| Overall Incidents | 30% reduction |
| Server Monitoring Coverage | 150 servers with custom parameters |
Additional Business Value
Unified Operations View
- Provided a single pane of glass, eliminating silos and improving decision-making across teams
- Enhanced collaboration between IT operations and business stakeholders
Security and Compliance Enhancement
- Enhanced security posture and regulatory compliance through efficient patching and monitoring
- Automated compliance tracking and reporting capabilities
Cost Optimization
- Optimized resource utilization and costs through automated catalogues and consumption intelligence
- Reduced operational overhead through automation and self-service capabilities
Transformation Impact
The implementation of Concierto MANAGE delivered measurable improvements across multiple dimensions, transforming IT operations from fragmented, manual processes to a unified, automated platform.
Ready to Transform Your IT Operations?
Contact Trianz today to discover how Concierto MANAGE can reduce service desk interactions, accelerate resolution times, and provide unified visibility across your IT infrastructure while delivering unprecedented operational efficiency.
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