Optimizing the IT Function for 55,000 Employees

The Challenge

The incoming CIO of the seventh-largest not-for-profit healthcare organization in the country sought a detailed IT Service Management (ITSM) Strategy and Roadmap to lower overall IT support costs, improve IT process efficiency, and support a growing for-profit Epic Commercialization venture and Virtual Care Center initiative. Rising costs and reduced profits in the healthcare industry required the organization to better utilize limited IT resources for key revenue producing activities rather than manual labor-based support tasks.

The Response

Maryville delivered a multi-year Strategy and Roadmap with detailed IT improvement activities aligned across four program phases. Each phase focused on the central themes of cost avoidance, higher performing ITSM process automation, and delivering more reliable and efficient client-facing services to the clinicians that generate revenue. Maryville led the execution phase of the program which included process and technology automation via our best practice process and technology accelerators.

The Value

• Developed a well-defined multi-year roadmap, cost model, savings estimates, and resource plan
• Reduced 21 separate ITSM tools to 4
• 20% reduction in labor hours and support