Surescripts Case Study
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Zenoss
- ServiceNow
Tech Stack
- Linux
- Windows
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Infrastructure as a Service (IaaS) - Hybrid Cloud
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Business Operation
Use Cases
- Infrastructure Inspection
- Predictive Maintenance
Services
- System Integration
About The Customer
Surescripts is a Virginia-based company that specializes in the electronic transmission of prescriptions, clinical communication, and health information exchange (HIE) of medical records and benefits. The company operates in a hybrid environment with on-premises infrastructure and cloud instances. Surescripts handles over 6 billion transactions per year between 800,000 providers and 270 million patients. The company's IT environment consists of physical and virtual infrastructure, cloud deployments, enterprise-class storage, and servers using Linux and Windows technology.
The Challenge
Surescripts’ primary concern is seamlessly maintaining a high volume of secure transactions and ensuring they are correctly routed — so there is immense pressure on the Surescripts IT department to respond to service needs immediately and resolve issues without delay. Surescripts was driven to become a more dependable and predictable IT partner, defining rigorous processes and service-level agreements to build trust with their customers — the other departments within the company. In 2013, they set out to greatly improve their enterprise-wide systems management and implement best practices around IT service management (ITSM) and IT infrastructure library (ITIL) processes. As a core part of this transformation, they selected ServiceNow as their ITSM solution and wanted a comprehensive monitoring solution that integrated with ServiceNow to improve response times by eliminating the “noise” of multiple alerts coming from multiple monitoring tools.
The Solution
After significant due diligence, Zenoss became the obvious choice in Surescripts’ search for a single platform that focused on monitoring hybrid IT environments and integrated tightly with ServiceNow. Zenoss and its ServiceNow integration have been a key enabler in unifying the Surecripts operations teams — getting them to collaborate and see the big picture when it comes to managing services and working as one unit to resolve issues as quickly as possible. Zenoss and ServiceNow Integration Capabilities enhance operational efficiency by automatically creating, updating and closing automatically populated tickets in ServiceNow. It improves alignment between IT Ops and ITSM teams with bidirectional synchronization of incident ticket data and enables faster resolution and reduced MTTR.
Operational Impact
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