CUSTOMER SUCCESS: New York Health Care Provider Completes Data Center Consolidation with BMC Remedy ITSM

HOUSTON--(BUSINESS WIRE)-- When New York City Health and Hospitals Corporation (HHC) needed to complete a major data center consolidation, it looked to BMC Software (NASDAQ: BMC) for an IT service management system that could guide them through the process.

New York HHC, a $6.7 billion health care provider, recently consolidated 11 data centers into two. As part of that initiative, the BMC Remedy IT Service Management Suite played an important role in establishing the HHC Service Management Office and Enterprise Service Desk, combining multiple disparate services centers and creating a single point of contact for all IT users.

With BMC Remedy, HHC is supporting more than 20,000 users of the organization’s comprehensive electronic medical records system and more than 300 business and clinical IT applications. These applications serve 11 public hospitals, four nursing homes and numerous community health centers.

In the end, HHC’s consolidation efforts are expected to help reduce the total IT footprint by 70 percent and are projected to save about $88 million over the next five years. Future consolidations are expected to involve IT service support through BMC’s Remedy software.

“Like many other healthcare systems, HHC is undergoing major restructuring and cost containment efforts to better position our organization to succeed in a post healthcare reform environment,” said Michael Keil, HHC assistant vice president of the IT service management office. “Remedy helps us maintain that balance of supporting IT, reducing costs and maintaining high levels of care for the community.”

The BMC Remedy ITSM Suite is a comprehensive set of IT service management applications that share a native purpose-built architecture and best-practice processes. Remedy went live on HHC’s first hospital operating network in November 2009, followed by three more hospital networks in March, April and May of 2010. Keil said three more hospital networks are underway for Remedy deployment soon.

BMC Remedy also enabled HHC to begin implementing ITIL®-aligned service management processes as part of their consolidation efforts.

“As part of our consolidation program we began adopting ITIL for standard processes across the board,” said Keil. “We’re constantly looking at where we do the same thing differently and how we can convert that to a more global way of approaching service management. So on that piece, we had to come to understand the standard process flow for problems, incidents, change and configuration management, while securing buy-in from other organizations.”

HHC is in the process of deploying a broader Business Service Management (BSM) platform by integrating Remedy with BMC’s Atrium CMDB to help capture and organize data.

The BMC solutions used by HHC from the Remedy ITSM suite include:

• BMC Remedy Asset Configuration Management

• BMC Remedy Change and Release Management

• BMC Remedy Service Desk

Business runs on IT.IT runs on BMC Software.

Business thrives when IT runs smarter, faster and stronger. That’s why the most demanding IT organizations in the world rely on BMC Software across both distributed and mainframe environments. Recognized as the leader in Business Service Management, BMC offers a comprehensive approach and unified platform that helps IT organizations cut cost, reduce risk and drive business profit. For the four fiscal quarters ended December 31, 2010, BMC revenue was approximately $2 billion. Visit www.bmc.com for more information.

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BMC SoftwareBill Robbins, +1-512-547-0921
[email protected]
or
Waggener Edstrom WorldwideBrad Hem, +1-281-543-0669
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Source: BMC Software