Community Health Systems
Getting change under control with product and process expertise

One of the nation's leading operators of general and acute care hospitals realized that the reactive nature of their IT department was preventing them from improving in optimal lines of business to enable growth.

After acquiring a larger company in 2007, this organization knew that they would need to improve managing change including uncontrolled changes to

• Infrastructure
• Applications
• Hospitals

These changes were already causing undesired impacts.

Since resource bandwidth was constrained, the company decided to get external help from an ITIL and Technology implementation specialist, IT Prophets.  As a BMC Premier Partner, IT Prophets didn’t wish to sell this healthcare organization another IT tool.   Much more than this, IT Prophets applied their ITIL best-practice consulting expertise to assist in designing and deploying an effective Change Management process that enabled the company to address the increasing complexity and volume of IT change associated with the acquisition. 

The Remedy Service Management Process Model (SMPM) was referenced for process, procedure and work instruction guidance.  The customer’s process requirements were also taken into account to ensure that the best practices fit the company’s unique needs.

Even though resources were overburdened (due to the acquisition), with the help of IT Prophets resources, an effective Change Management process enabled by a world-class application was deployed within 45 business days.  This successful implementation is now helping the customer avoid operational impact from uncontrolled change while increasing the effectiveness and efficiency of its IT resources.

According to the IT Director, "IT Prophets really helped us to jumpstart Change Management in a third of the time it would have taken us to do it internally.  Their quality and speed of execution will keep them on the top of my list for assisting us with upcoming IT improvement projects.  As a matter of fact, we’re looking to engage them in our enterprise-wide monitoring initiative.”

IT Prophets follows the Business Service Management Execution Blueprint in its methodology and implementation thereby leveraging best practices from the thousands of BMC implementations which are guided by ITIL processes.

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