Building Resilient Healthcare IT with Integrated Service Delivery and ITSM Solutions

Following a demerger from its parent entity, our client, a leading healthcare service provider dedicated to improving public health and quality of life, experienced a need to have their IT managed separately by a competent managed services provider. They sought a trustworthy and capable partner who could not only support their IT operations but also walk along with them in their journey towards building a new IT Setup with the best of emerging technologies, matured processes, and skilled resources. Intertec’s cost-effective managed services, combined with its mature processes and expert staff, facilitated a smooth transition to independent IT support operations for the client.

Business Problem

As a result of the demerger, the client became the owner of all the vital eServices applications, and to improve coordination, they had to relocate all the key departments controlling the sector to the same location. Delivering fast and high-quality IT support services to crucial users became a challenge in this situation. The transition was marred by the absence of Automation and Predictive healing mechanisms, leaving the operational landscape vulnerable. Compounding the challenges, the new environment post-demerger lacked a robust ITSM tool, contributing to non-integrated and scattered operations. Consequently, both internal and customer user experiences suffered, highlighting the critical need for improvement. Recognizing the urgency for Total Cost of Ownership (TCO) reduction, efforts were directed towards enhancing stability and standardization across the newly independent entity, aiming to address the multifaceted issues and pave the way for a more efficient and streamlined operational framework.

How Intertec Helped

Intertec implemented a comprehensive and integrated Service Delivery Model, underpinned by robust automation. The model incorporated self-service, self-healing, and automated remediation capabilities, fostering efficiency and resilience within the operational framework. The transition of services was meticulously managed, leveraging Intertec’s wealth of experience and building upon the established ITSM foundation. Intertec’s forward-looking Digital Workplace operations vision took the center stage, promising state-of-the-art, highly skilled IT ServiceDesk equipped with Enghouse call centre solution offering a faster response to the users.

At the same time, an effective field support team delivered improved support experience to users. The client was also equipped with Ivanti ITSM & ITAM for reliable tracking of SLAs of different application support teams and for managing the lifecycle of its critical IT assets. To ensure a seamless and phased approach, a structured model for Infrastructure Managed Services was also implemented, aligning with the broader strategy of stabilization and enhancement.

Business Outcomes Delivered

The solutions that were delivered, together with Intertec’s compliance to its advanced processes and effective monitoring, enabled the client to attain higher support standards. Some of the main factors that contributed to the achievement are:

200% user count managed over the last 13 years with only 25% IT cost increase.
Increased SLA accomplishments above 98%.
UEM Customer Satisfaction Index (CSI) improved to 95%+.
Average First Call Resolutions(FCR) were raised above 70%.
Average same-day resolutions in L2 support were boosted over 50%.
Cut down average email response time by 50%.

Industry

Public Sector – Healthcare

Employees

1000+

Related Offering

Reduce the complexity of your IT environment

Accelerate Service Delivery with AI-Driven ITSM

Building Resilient Healthcare IT with Integrated Service Delivery and ITSM Solutions

Business Problem

How Intertec Helped

Business Outcomes Delivered

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