Case Study in IT: Service Management (ITSM)

Rapid Growth Plan Enabled by Best Practices

Perspective

The definition of scalability is the ability of a system, network, or process to handle a growing amount of work in a capable manner or its ability to be enlarged to accommodate that growth. Creating and operating a best practice ITSM model is not exempt from the need to be scalable.

situation

A regional healthcare provider organization approached us with a unique situation. They operate 22 urgent care centers and physician offices across 3 states, employing in excess of 300 medical and support staff. Additionally, they have an aggressive plan for growth through acquisition. No two sites are alike and the growth plan only amplifies the uniqueness of the company’s global IT infrastructure. In short, disparity ruled and would continue without change.

objective

Enter GuideIT. Create a scalable (for planned growth), ITSM model.

solution

Our team of Subject Matter Experts conducted a comprehensive assessment of the organization’s current IT footprint and the plan for growth. The result was gap identification in the key areas of business needs alignment, staff resource levels, workflow, and problem resolution. An ITSM solution, based on GuideIT best practices, was then developed to address the gaps caused by the noted disparity as well as prepare the organization for systematic onboarding of IT service needs for newly acquired facilities. Highlights of the results are outlined in the contrast illustration below...

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