Case Study
Healthcare organization solves business-critical system availability issue with a production insights dashboard
OUR CLIENT
Founded more than 30 years ago, this company offers digital solutions connecting all aspects of the healthcare journey, enabling providers to deliver comprehensive, personalized, affordable care. Leveraging analytics, research, and clinical insights as well as digital tools and services, the company operates approximately 40 locations across the United States.
THE CHALLENGE
Fix business-impacting outages
A large U.S.-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 they could not pinpoint the critical issues impacting the production systems.
For high-priority incidents, response and resolution should happen within two-hours. But, the support team was struggling to meet those tight deadlines. This all had a demonstrable impact on the company’s business.
THE TRANSFORMATION
Creating full visibility for healthcare IT management
The healthcare organization wanted to improve absolute system availability above 99% and reduce business impact hours to less than 1%. The company 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 supplied a production insights dashboard where support engineers could have a 360-degree view of issues in one place (ticket, monitoring, and scheduling information as well as possible solutions, etc.). The UST solution included live pattern recognition, trend analysis, and 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.
THE 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%.
RESOURCES
Learn more about the expertise and resources that helped us achieve success on this project.
https://www.ust.com/en/what-we-do/digital-transformation
https://www.ust.com/en/what-we-do/strategy-implementation-operations