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Major healthcare company improves IT operations to deliver quality business outcomes

MylesS on ‎07-09-2013 09:17 AM

IT organizations need to become more predictable while reducing costs and ensuring that stakeholders are satisfied with the quality of services delivered. Establishing predictability means operational activities need to perform as required and on schedule. To achieve this, operations must be monitored, measured, improved, and where appropriate, remediated. At one healthcare company, IT operations had to accomplish the aforementioned tasks, as well as demonstrate better governance of its infrastructure quality as a whole. This required more proactive decision-making based on a single source of truth across business units.


To establish a single source of truth, which hadn’t previously existed in this enterprise, the firm needed to continuously govern infrastructure quality. This included demonstrating governance and improving infrastructure management from configuration management and facilities, capacity, event management, and asset management. To deliver, the company overlaid the HP Executive Scorecard on top of operations management, service health, and asset management. This enabled infrastructure management leaders to understand, see, and act regarding infrastructure quality issues and holes as they surfaced during the operating period.


In a few months, the company had a holistic Operations Dashboard. The dashboard provided the infrastructure CIO with a complete view of the operational excellence (reliability of systems), customer success, employee success, and financial success. KPIs measured performance against improvement goals for servers, disks, memory, redundancy, aging, and configuration. And most important, alert trending showed whether or not continual improvement was being delivered over time. Now that it has demonstrated improved control over infrastructure, the company plans to use the HP Executive Scorecard to drive improvement in IT service management, datacenter automation, and infrastructure financial management. Improving things one step at a time allows this healthcare company to ensure IT operations deliver quality business outcomes.


Related links: Why keeping score in baseball and IT is more than a single-inning affair!

KPIs: Power your business intelligence

Solution page: IT Executive Scorecard

Twitter: @MylesSuer

About the Author


Mr. Suer is a senior manager for IT Performance Management. Prior to this role, Mr. Suer headed IT Performance Management Analytics Product Management including IT Financial Management and Executive Scorecard.

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