Surescripts 案例研究
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Zenoss
- ServiceNow
技术栈
- Linux
- Windows
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - API 集成与管理
- 基础设施即服务 (IaaS) - 混合云
适用行业
- 医疗保健和医院
适用功能
- 商业运营
用例
- 基础设施检查
- 预测性维护
服务
- 系统集成
关于客户
Surescripts 是一家总部位于弗吉尼亚州的公司，专门从事处方电子传输、临床交流以及医疗记录和福利的健康信息交换 (HIE)。该公司在混合环境中运营，拥有本地基础设施和云实例。Surescripts 每年处理 80 万家供应商和 2.7 亿患者之间的超过 60 亿笔交易。该公司的 IT 环境包括物理和虚拟基础设施、云部署、企业级存储以及使用 Linux 和 Windows 技术的服务器。
挑战
Surescripts 的主要关注点是无缝维护大量安全交易并确保它们正确路由 — 因此 Surescripts IT 部门面临着巨大的压力，需要立即响应服务需求并毫不拖延地解决问题。Surescripts 致力于成为更可靠、更可预测的 IT 合作伙伴，定义严格的流程和服务级别协议，以建立与客户（公司内的其他部门）的信任。2013 年，他们着手大力改善企业范围的系统管理，并实施 IT 服务管理 (ITSM) 和 IT 基础架构库 (ITIL) 流程方面的最佳实践。作为此次转型的核心部分，他们选择 ServiceNow 作为 ITSM 解决方案，并希望获得一个与 ServiceNow 集成的全面监控解决方案，通过消除来自多个监控工具的多个警报的“噪音”来缩短响应时间。
解决方案
经过大量的尽职调查，Zenoss 成为 Surescripts 寻找专注于监控混合 IT 环境并与 ServiceNow 紧密集成的单一平台的不二之选。Zenoss 及其 ServiceNow 集成是统一 Surecripts 运营团队的关键推动因素——让他们协作并在管理服务时了解全局，并作为一个整体尽快解决问题。Zenoss 和 ServiceNow 集成功能通过在 ServiceNow 中自动创建、更新和关闭自动填充的工单来提高运营效率。它通过双向同步事件工单数据改善了 IT Ops 和 ITSM 团队之间的协调，并实现了更快的解决问题和缩短了平均修复时间。
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