SCP Health Improves Business Flow with Vivantio’s ITIL-based ITSM Platform
Introduction
Learn how Vivantio’s ITSM software helps SCP Health follow ITIL standards and streamline their business processes and reporting across multiple service teams and departments.
The Customer
SCP Health is one of the United States’ largest and fastest-growing healthcare organizations. The company helps over 7,500 providers discover innovative solutions and delivers high-quality care to patients, as well as partners with 400 facilities across the country to offer a multitude of care programs.
The Need
The IT department at SCP Health made the leap from a custom application as their primary helpdesk ticketing tool to Vivantio as their ITSM software in 2017. Michelle Tedder, the organization’s manager of Service and Support who’s been with the company for eight years, led the charge to find an ITIL-based ITSM platform that would simplify and improve business flow within the IT department. Frustrated with the custom application not being ITIL-based or set up for proper service management, Michelle set out to find an ITSM solution that offered business rules, customization and a simple, flexible software solution that was accessible to her technicians.
The Solution
Vivantio’s flexible configuration, workflow features and codeless portals made for an ideal platform for SCP Health. During the implementation process, Vivantio’s service team incorporated feedback from SCP Health’s IT department into product improvements, such as enhancing the global search feature (now available in FLEX), working to integrate with SCP’s identity management solution for single sign-on and provisioning, and ultimately configuring a platform to meet their needs despite ever-changing challenges in the customer’s industry.
“Vivantio provides great service,” Michelle said. “They’re reliable, willing to work with us, listen to our feedback, and incorporate the changes that we request.”
Since then, the IT department has transformed into an ITIL methodology-based shop with easy-to-use tools and an industry-standard help desk that supports company growth. The team has noticed a large increase in ticket resolution, case documentation, and consistent reporting. Previously, just running and distributing simple reports used to take Michelle days to complete.
“Our reporting used to be an administrative burden. It was cumbersome and required data to be exported, parsed out, and calculated. Now, thanks to custom, interactive dashboards, the report builder tool, and automated reporting, I can send out reports almost instantly,” Michelle said.
The Result
SCP Health’s service organization has evolved to use Vivantio as a company-wide solution. Currently, the IT, Revenue Cycle Services, HR and Corporate Services departments are using the platform and it will soon be implemented for e-Documentation Assurance department.
Human Resources uses triggers and workflows in conjunction with the IT department to complete termination and hiring requests. The automated process distributes tasks directly to the inbox of the employee handling the ticket, allowing for a consistent, streamlined business workflow.
“We’ve reduced a 27-minute process to one click, and I couldn’t be more excited,” said Michelle.
