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How MSPs and IT Organizations can Empower High Growth with ITSM
- 1. How MSPs and IT Organizations Empower High Growth and Profitability with ITSM 17 November 2016 Presented By: Anne Morello, TriZetto Bill Guinn, ServiceAide
- 2. 2 ServiceAide Company Background • Privately held company • Formed by acquisition of CA Technologies Cloud Service Management assets and WGSigma Systems big data and machine learning platform • Focused completely on IT Service Management via modern cloud delivery • Management Team has built successful world-class solutions in IT, CRM, AI, Middleware, more • San Jose, CA Headquarters with R&D and SaaS Operations in Hyderabad India
- 3. 3 Leverage big data and machine learning to improve analyst productivity and customer satisfaction Be the value leader in ITSM for small to mid-size organizations and MSPs VISION, MISSION & VALUES Cloud focused: Only deliver cloud native solutions Cost focused: constantly working to drive down our costs and our customers’ costs
- 4. 4 Cloud Service Management IT Service Management • The system of record for IT Operations • Critical for managing disruptions to service, changes & employee requests Cloud Service Management • Service Desk • Configuration Management • Asset Discovery & Management • IT Project Management
- 5. 5 Speaker Bio Anne Morello from TriZetto • Director, Software Engineering • Manage software development, administration, and support for TriZetto’s Corporate Applications Unit. The Web Technologies team.
- 6. 6 About TriZetto Delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health. TriZetto solutions: • Help health plans and TPAs increase administrative efficiency, improve the cost and quality of care, and succeed in the retail healthcare market. • Reach 250,000 care providers • Streamline processes for more than 350 payers • Touch over half the U.S. insured population.
- 7. 7 HealthCare is Getting More Complex ...Our Goal: Simplify the Business of Healthcare § Complex Benefits § Too Many Choices § Don’t UnderstandHealth Insurance § Importance of Brand/ Experience § ICD-10 § Meaningful Use § EMR/EHR Deployment and ROI § Payment/Collection Administration § Need Compliance at Scale § Focus on MLR and Admin Costs § New Care and Payment Models § Efficient Line of Business Growth § Transparency and Information Needs § Greater Awareness of Out-Of-Pocket Cost § Increased Levels of Customer Service § 24X7 & Anywhere Access (Mobile)Consumers Providers Payers
- 8. 8 Enterprise Capabilities for Payers & Providers One Partner to Support Your Technology, Services and Operational Needs Consulting § Implementation § Optimization § Managed Services SaaS Core Administration Capability Enablement Services Business Services Business Optimization § Revenue analytics § Appeals management § Patient Statements Business Management § Enrollment § Billing § Claim Administration Business Services § Enrollment § Application Management § On-premises Core Technology for Payers § Administration § Care § Network Management Core Healthcare Claims Management § Claims § Remits Providers Payers Deployment From a support perspective, the customer profile encompasses: • Multiple solutions • Varying versions • Often customized • Often technophobic
- 9. Our Team and Goals Web Technologies Team • Provide support and development services for key web based products for the corporation
- 10. Our Team and Goals Web Technologies Team • IT Service Management for internal and external clients • Service Request • Incident • Problem • Change • Knowledge • Configuration Management • Asset Management • We position rapid speed to setup new clients and ease of use with the service catalog as our key selling points
- 11. 11 • In 2014 TriZetto was acquired by Cognizant Technology Solutions • This allows TriZetto to go after much larger clients • Ensure we could deliver the higher levels of service required by these larger organizations Growth Growth Growth
- 12. 12 ITSM is critical to our business - It is our main communication method with our clients Constantly updating our Service Catalog to improve customer satisfaction Improving Customer Service
- 13. 13 Building for the Future Automation Goal – spend our time and focus on our clients and not on configuring and building ITSM processes • eTicket Bonding • Integration with 3rd party tools • Fast setup of new clients
- 14. 14 • Support TriZetto’s unique business model in managing both external and internal clients • Multi-tenancy capabilities • Configuration not development approach • Service Catalog unique for each customer • ITIL process alignment Selecting an ITSM Tool
- 15. 15 • Lower cost of ownership for SaaS solution • Strong community of users • Vendor is receptive to enhancement ideas • Outstanding support • Robust reporting capabilities Selecting an ITSM Tool
Editor's Notes
- People * Process * Technology …..but tech has grown stale in ITSM Big Data and Intelligent technologies are now affordable We have a proven platform and recipes Right solution,…right technology…right market and time for innovation
- Strictly SaaS no dilution from on-prem R&D and support Movement of SaaS operations to more robust and performant cloud environment Partnership approach – you grow we grow Enhance spend and acceleration of ITSM roadmap Future Focus: Reduced scheduled downtime Diagnostic Analysis Failure prediction and problem avoidance Prescriptive recommendations Intelligent self care Skills based routing Crowd Sourced solutions/issue handing
- ITSM is the hub to record and provide key decision support for staffing/budgets/project priority – it also needs to be the system of record for security events (slide 23) because a SMB does not have the personnel to track down multiple data threads. So good, simple, powerful service management backbone is a must-have for SMBs IT for the most efficient operations. This is even more so for technology dependent or tech vendors where IT is the conduit to the customer. Examples
- Notes for Bill Anne based out of Denver Started in technology as a developer and has moved her way up Been at Trizetto for almost 6 years
- Describe your role and your segment within TriZetto What does your team do? What are you using ITSM for? Is ITSM a key aspect of selling TriZetto services to clients? Do you consider yourself an MSP? Why or why not Talk track Manage a team of developers, administrators, and support people for the Corporate Applications Unit We provide support and development services for various web based products. We are using ITSM for internal and external client incidents and service requests. Also, we use change, knowledge, configuration, problem, and asset managmenet. The rapid speed to setup new clients is a big selling point to our clients. As well as the ease of use with the service catalog. TriZetto provided ITSM for both licensed and hosted clients.
- The rapid speed to setup new clients is a big selling point to our clients. As well as the ease of use with the service catalog. TriZetto provided ITSM for both licensed and hosted clients. Do you have the same pool of agents handling internal and external tickets? How are internal vs. external users different? SLA’s, etc?
- In 2014, TriZetto was acquired by Cognizant Technology Solutions. This acquisition allows TriZetto to provider a higher level of service and sign larger clients. <unique challenges because of larger accounts> <more business demand for growth> TriZetto’s growth has been fueled by x, y, z or What has changed in recent years? Customer growth? More complex requests from customers? Business focus change? Pace of change? Growth/revenue target changes? Including percentages or real numbers are always very meaningful – ex: 20% yoy growth in ticket volume, adding an average of 5 new healthcare systems a year
- ITSM is the face of our business- ITSM is critical to our success as it is our main communication method with our clients. We want requests to be taken care of promptly. We are constantly updating our service catalog to improve service. TriZetto is currently pushing for more automation using web services to integrate with other tools as well as external clients. How is ITSM critical to your success? How have you adapted to these changes? Has anything changed in your approach with ITSM? Hiring more people, pushing for more automation, etc?
- We are currently working on eTicket bonding requests for our clients as well as automation with out third party tools. The ability to setup clients quickly and seemlessly is critical to our continued success.
- Talking points… This is the criteria we used when looking for an ITSM tool CSM can support TriZetto’s unique business model in managing both external and internal clients. Multi-tenancy capabilities Configuration not development approach Service Catalog unique for each Organization ITIL tool that is used to support many business functions Lower cost of ownership for SaaS solution Strong community of users Vendor is receptive to enhancement ideas Outstanding support Robust reporting capabilities
- CSM can support TriZetto’s unique business model in managing both external and internal clients. Multi-tenancy capabilities Configuration not development approach Service Catalog unique for each Organization ITIL tool that is used to support many business functions Lower cost of ownership for SaaS solution Strong community of users Vendor is receptive to enhancement ideas Outstanding support Robust reporting capabilities