The primary focus for the CHE Information Services (IS) group is to provide an efficient IT foundation for the CHE Regional Health Corporations (RHCs) and individual and system-wide initiatives and applications. CHE IS provides a 24/7/365 help desk, application hosting, workplace support, application implementation and support services, project and IT management, and strategic services.
CHE IS and the RHCs collaborate to provide metrics about the effectiveness of the IT experience for their customers. Using CA Oblicore Guarantee, CHE has automated the process of service level agreement (SLA) reporting, built a service catalog and captured reliable IT service delivery information. The solution pulled information from originating systems to populate reports, dashboards and SLA scorecards based on defined metrics.
CA Oblicore Guarantee is the industry leading Service Level Management solution that creates, manages, and monitors service level agreements, operational level agreements and underpinning contracts for large organizations. It offers an innovative top-down, contract-based approach to creating contractual obligations and monitoring their performance.
“CA Oblicore Guarantee has allowed us to reliably measure and report on key metrics in our SLAs, giving us invaluable insight into how we’re meeting our customers’ needs,” said Sean Hughes, vice president of IS Administration, Catholic Health East. “Now that the process is fully automated and we are no longer making educated guesses or manually collecting performance metric data, our team is freed up to focus on activities more valuable to the business.”
“Improved IT service delivery and SLA management are key components for helping IT organizations support the critical day-to-day operations of organizations like CHE,” said Brian Bell, general manager, Service and Portfolio Management, CA Technologies. “As IT explores expanded sourcing options such as cloud computing, these IT service capabilities and SLAs gain even more importance. We are pleased to help CHE ensure that IT delivers what is needed for its regional partners and customers.”
With CA Oblicore Guarantee, organizations can improve service performance by creating accountability for services provided and aligning them to contractual obligations. By creating a collaborative environment for monitoring and reporting service performance, organizations help improve consumer confidence and their ability to manage issues proactively.
For more information about CA Technologies offerings, visit:
• Customer Success Story: Catholic Health East
• CA Service Level and Catalog Management
• CA Oblicore Guarantee
• Cloud Commons Community