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 a 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.
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