Case Study
Healthcare organization solves business-critical system availability issue
THE CLIENT
- Serving over 160,000 patients
- 40 centers in nine states & D.C.
- Launched in 1993
CHALLENGE
Fix business-impacting outages
A large US based health delivery system had too many unintegrated development tools that resulted in repetitive application outages. The production support engineers spent a lot of time checking the disparate tools (ticketing tools, monitoring tools, scheduling tools), but could not pinpoint the critical issues impacting the production systems.
For high priority incidents, response and resolution should happen in two hours time. But the support team was struggling to meet those tight deadlines. This all had a demonstrable impact on the company’s business.
TRANSFORMATION
Creating full visibility
The healthcare organization wanted to improve absolute system availability above 99% and reduce business impact hours to less than 1%. It worked with UST to equip production support engineers with the right tools to proactively identify the critical production issues before they could hit the system.
UST’s supplied a production insights dashboard where support engineers could have a 360-degree view of issues in one place (ticket info, monitoring info, scheduling info, possible solutions, etc.). The UST solution included live pattern recognition, trend analysis, health checks which equip the production support teams with the ability to proactively keep the system healthy. The solution offers system, database and application-level monitoring and reporting.
IMPACT
Near-100% system availability
UST demonstrated an immediate improvement in productivity and system availability. Individual productivity increased by 44%. Meanwhile, absolute system availability rose above 99.99% for the first time and business impact hours were reduced to less than 0.01%.
EXPERTISE & RESOURCES
Discover our resources
Learn more about the expertise and resources that helped us achieve success on this project.
Digital Transformation Services | Digital Technology Solutions - UST
Healthcare Transformation Services | Digital Health Solutions - UST