IT Infrastructure Management

Responsibilities

  • Manage and ensure IT delivery infrastructure (Citrix, VMware Horizon) supports the business and is always available and high performing – reports to CIO around SLAs being met.

  • Owns identifying future projects that will deliver and meet the needs and requirements of their line of business owners.

  • Responsible for overall performance of the environment on global base and reporting results.

  • Responsible for reporting and managing expectations around end-user performance to line of business owners.

  • Responsible for managing service levels with vendors delivering applications and infrastructure components.

  • Manage and completely understand utilization of infrastructure and applications from a value perspective (looking at Citrix/VMware Horizon, application usage).

Pains

  • Reporting and analytics that document how IT is being utilized versus investment

  • Often caught up in the “blame game” around who is responsible for poor end-user performance battling with vendors, other IT teams, other managers, and even end-users. Complexity increases in healthcare where different teams own the EHR systems and clinicians themselves can get involved.

  • Lack objective evidence as to level of service delivered to constituents as well as objective evidence to communicate with vendors.

  • When kicking off new projects challenged to identify all areas that could be impacted and how best to monitor value and use over time – especially the impact to end-user performance.

How Goliath Resolves Pains

  • Historical reports and analytics to provide critical insights into the end-user experience and trends over time. They foster data-driven conversations with other vendors, IT management teams, management, and end users.

  • Summary report on alerts highlighting trends around # of alerts, types of alerts, etc.

  • Show trending data around resources and utilization to determine where capacity or other resources are needed to be added in the environment.

  • Ability to positively impact Epic Honor Roll status by lowering exception rates related to end-user performance issues.

Value Delivered with Goliath

  • Transform IT from reactive to proactive.

  • Tools and reports to ensure SLAs are being met and if slipping can resolve quickly before line of business owners are impacted.

  • Foster data driven conversations with other IT groups, other vendors, management, and end users.

  • Improved strategic planning by understanding application and infrastructure usage.

  • Increase end-user satisfaction around performance, IT, and systems. This can positively impact programs like Epic Honor Roll status in healthcare or increase IT satisfaction rates overall.