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The Client, one of the largest payer/provider healthcare providers in the US, faced significant challenges managing its vast IT infrastructure. This Client has outsourced many elements of their IT environment to multiple service providers who are managing an IT environment including over 50,000 servers and network devices, 3200 applications, and over 25 of petabytes of storage across numerous hospitals, medical offices, and data centers.
The Client needed a solution that would allow them to check the Count of IT elements being reported by their providers, confirm the Caliber of service performance, and audit the Cost for each provider all with data from over 75 different data sources. They wanted to achieve these functions with the goal of improving their relationships with their providers by eliminating the dysfunction associated with disagreements about the basic elements of IT administration.
The organization had outsourced multiple IT services, creating a complex network of providers. They aimed to enhance provider relationships while reducing the costs and effort required to manage service quality, verify service costs, and ensure performance aligned with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The need was critical to streamline the process of verifying provider-reported data and invoices, which previously engaged fourteen service delivery managers and twelve business analysts in tedious and time-consuming verifications.
The most common source of disagreement and dysfunction in such large environments, is the actual assessment of what “counts” in each category. This underlying Count is a required foundation for both Caliber and Cost.
FogLifter® was deployed within the client’s security infrastructure to bring unparalleled clarity and control over their IT operations. Our solution included the Count, Caliber, Cost, and Mediation modules, integrated directly behind the client’s firewall to ensure utmost data security. The deployment involved customizing the FogLifter® Pipeline Builder to assimilate over 50 contractual SLAs, tying them seamlessly to more than 40 different IT reporting systems. This integration culminated in a unified, real-time dashboard accessible through ServiceNow, enhancing transparency and operational efficiency.
Customization for the Client required integration and to several large, existing data sources such as HCL Software’s BigFix, Arcadia, Atlas, Tableau, and ServiceNow itself, as well as underlying vendor infrastructure management tools. All of these data sets are correlated to underlying technologies, supplier-generated reports, and maintained for historical trending and drillable forecasting.
The implementation of FogLifter® transformed our client’s IT management approach. Not only did it enable clear, undisputed communications between the client and their providers, but it also drove significant operational savings. Over five years of continuous improvement and modular functionality expansion, FogLifter® has delivered over $16 million in total cost savings, including $3.5 million in operational expenses and cost avoidance in the last year alone. This success story underscores FogLifter's commitment to enhancing IT efficiency and provider relationships in complex healthcare environments.
