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Productive IT Management Insights

ITS Provides Managed Services For A Large Hospital

Posted by Chad Dupin on February 18, 2013

Case Study: Managed Services For A Large Hospital using Symantec Solutions

ORGANIZATION

Our customer is a 625 bed hospital with 2000+ devices that serves a large metropolitan community.  The Director of Information Services has a deep understanding of ITAM (Information Technology Asset Management) and a strong resolve to make his processes around ITAM more effective. The organization deployed the Asset Management portion of Symantec’s Endpoint & Mobility Management (EMM) solution to provide the some of the tools needed for improvement. The solution helped, but the software’s potential was never fully realized and this prevented the CIO from implementing his vision for this important function.

In the first 6 months of the ITS managed services engagement, we avoided over $120,000 in costs & paid for the service for more than a year.  "Director of Information Services"

BUSINESS CHALLENGE

The organization struggled with the product and after the system administrator left the hospital, the Director of Information Services made a decision to have ITS Partners manage the entire solution.

SOLUTION

ITS started with an infrastructure that was not running and a console that was not responsive because it was being flooded with information coming back from the clients. The first things that ITS did were to switch the configuration settings to those that have been identified as “ITS Best Practices”. There were also job scheduling issues to correct, import settings to adjust, service packs to deploy and practices to implement regarding how the life cycle of assets was to be managed in the system. After this up-front work was completed the infrastructure was healthy, some reports had been modified and the system was validated as accurate; most importantly, there was now some data for action.

One of the first things that the data was used for was to prepare for a true up audit for a popular pdf application. The new data indicated that there were many more instances of the product installed than there were instances of licenses purchased. The customer remediated this issue with solutions such as read only licenses and less expensive products in advance of the audit. The Director of Information Services indicated that in the first six months of the management contract, he had avoided over $120,000  in costs and paid for the service for more than a year.

ITS & SYMANTEC TECHNOLOGIES USED:

  • ASSET MANAGEMENT BY SYMANTEC
  • SYMANTEC ENDPOINT & MOBILITY MANAGEMENT
  • MANAGED SERVICES PROVIDED BY ITS PARTNERS
  • SERVERS ON PREMISE

WRAP UP

While this is a great first win, there is much more work to do to fulfill the vision of this Director of Information Services. In the short term there are goals around cleaning up irrelevant applications, additional automation, and doing a better job of software management in general. Long term, the CIO wants more mature processes to optimize ITAM.  The managed service agreement with ITS Partners will assure him that he always has a robust well-supported software platform, ongoing process consulting and ITAM best practices to support his vision.

 

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Topics: Managed Services, Success Stories, Altiris, Endpoint Managment, Asset Management Insights, Symantec