Adventist Health is a faith-based, non-profit integrated health delivery system providing compassionate care in California, Hawaii, Oregon, and Washington. Founded on the Seventh-day Adventist heritage, the organisation operates 20 hospitals, more than 275 clinics, 15 home-care agencies and seven hospice agencies, as well as four retirement centres as joint ventures.
An ageing helpdesk platform
An integral part of Adventist Health’s IT support operations for more than a decade, Ivanti® Help Desk had reached its limits. The organisation began searching for a modern service management platform that could build a path to more effective support, better clarity of work types, and improved customer service. The goal was to find a cost-effective approach to upgrading to a modern platform.
Benefits to Adventist Health
“Ivanti met our three objectives”
Wendell Bobst, Assistant Vice President, Information Technology Customer Services, says, “Ivanti met our three objectives: the opportunity to do a migration rather than an outright build, to clearly differentiate work-type requests, and a platform to enhance our core IT processes.”
A foundation to design, build, and monitor
Adventist Health gained tools designed to facilitate a progression from “classic” Ivanti to Ivanti Service Manager, either in the cloud or on-premise, while leveraging its current configurations and data.
A multi-phased approach to migration
Rather than wait for the “big bang of perfect deployment,” Adventist Health chose a phased approach. According to Wendell Bobst, call Logging is great for IT environments that don’t want to make a big change. “They can wash their hands of hardware and software and go to the cloud. They don’t need to spend a long time learning a new platform.”
Enabling continuous improvement
The Ivanti platform facilitates the creation, usage, and ongoing support of workflows that provide the services needed by IT and other departments. The ticket management process within clinical information systems is one example. “Clinical teams have the most complex processes that they wanted to improve,” Bobst says. “The integrated tools and workflow should be a great addition for our customers.”
Updates to the service catalogue
The IT team is updating its service catalogue, and with 800 “skeletal” service requests the team is using the native tools to develop friendly, user-facing service requests. These range in complexity, and “some can be done in hours and some take weeks,” Bobst notes.
The ability to offer self service
With the basics of knowledge management in place, IT can offer self service. “Knowledge is a lifelong endeavour,” says Bobst. “We also expect Change Management to provide a significant improvement as we lack an integrated solution that requires duplication.”
Finding the right balance
Having a service management platform that fits the way the organisation works—without locking into a solution that’s too customised—was a priority. Adventist Health worked with Ivanti Professional Services to determine the best design. “We’re trying to stick close to the build model, so we don’t go too far out of the box,” Bobst says. “We don’t want to be so far out of the box that every time there’s an update I have to prep for three weeks.”