the power and promise of saas: ca cloud service management case study

22
Management Cloud The Power and Promise of SaaS: CA Cloud Service Management Case Study Glenn Mullen MCT06S #CAWorld Associate Vice President Global Operations TriZetto Corporation

Upload: ca-technologies

Post on 30-Jun-2015

2.499 views

Category:

Technology


1 download

DESCRIPTION

As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value. This presentation provides an informative look at how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations. For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz

TRANSCRIPT

Page 1: The Power and Promise of SaaS: CA Cloud Service Management Case Study

Management Cloud

The Power and Promise of SaaS: CA Cloud Service Management Case Study

Glenn Mullen

MCT06S #CAWorld

Associate Vice President Global OperationsTriZetto Corporation

Page 2: The Power and Promise of SaaS: CA Cloud Service Management Case Study

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.

Please join this session for an informative discussion regarding how one company is leveraging cloud-based solutions to improve the overall effectiveness of their IT service management operations.

Glenn Mullen

TriZetto Corporation

Associate Vice President Global Operations

Page 3: The Power and Promise of SaaS: CA Cloud Service Management Case Study

3 © 2014 CA. ALL RIGHTS RESERVED.

About Trizetto

Delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health.

TriZetto solutions:

Help health plans and TPAs increase administrative efficiency, improve the cost and quality of care, and succeed in the retail healthcare market.

Reach 250,000 care providers

Streamline processes for more than 350 payers

Touch over half the U.S. insured population.

Page 4: The Power and Promise of SaaS: CA Cloud Service Management Case Study

4 © 2014 CA. ALL RIGHTS RESERVED.

Our Vision, Mission and Values

VisionWe simplify healthcarefor everyone.

MissionWe innovate to provide information solutions that improve the efficiency and effectiveness of the businessof healthcare.

ValuesClients Come FirstWe consistently deliver high quality solutions and provide world-class service.

Got Your BackTeam, Honor, Trust, Respect, Pride in our work, each other and TriZetto.

Make a DifferenceWe are part of something bigger than ourselves.

Get it Done RightTake initiative. Follow through until it’s done.Be committed and accountable to each other, our clients and our shareholders.

Act as a TeamWe support one another. We don’t blame each other. One for all—all for one.

Page 5: The Power and Promise of SaaS: CA Cloud Service Management Case Study

5 © 2014 CA. ALL RIGHTS RESERVED.

Healthcare Is Getting More Complex…

...Our Goal: Simplify the Business of Healthcare

Complex Benefits

Too Many Choices

Don’t Understand Health Insurance

Importance of Brand / Experience

ICD-10

Meaningful Use

EMR/EHR Deployment and ROI

Payment/Collection Administration

Need Compliance at Scale

Focus on MLR and Admin Costs

New Care and Payment Models

Efficient Line of Business Growth

Transparency and Information Needs

Greater Awareness of Out-Of-Pocket Cost

Increased Levels of Customer Service

24X7 & Anywhere Access (Mobile)Consumers

Providers Payers

Page 6: The Power and Promise of SaaS: CA Cloud Service Management Case Study

6 © 2014 CA. ALL RIGHTS RESERVED.

Simplifying Healthcare for Our ClientsCHALLENGES

New Careand Payment

Models

Expand and

Grow into

New Markets

Efficiency and Cost

TRIZETTO CAN HELP

Deep Expertise in Payer and Provider Payments

Facilitate New Network and Payment Models Streamline Transactions: TriZetto facilitates 2B / yr.

Help Clients Win with Speed to Market

“The system has allowed us to scale our membership quickly and it will allow us to handle the growth we are expecting.”

- Heather Mullen, director of Health Plan Operations, Martin’s Point Health Care

Provide Operational Models for Margin Compression

20% cost reduction opportunity with hostingManage 100s of applications and multiple LOBs with outsourcing

Regulatory Compliance

Ensure Compliance Everywhere – Speed and Scale Matter

1000s of regulatory updates in 2013 alone for ACA, CMS and Core… and rapidly growing

Page 7: The Power and Promise of SaaS: CA Cloud Service Management Case Study

7 © 2014 CA. ALL RIGHTS RESERVED.

Unbeatable Healthcare Community

500+PM / EMR System

Connections

245KProviders

180MConsumers

350+Payer Organizations

2B+Transactions/Yr.

50+Exchange-Ready Clients

Over Half the Industry Places Its Trust In TriZetto

TriZetto Earns Client Confidence One Client at a Time

Page 8: The Power and Promise of SaaS: CA Cloud Service Management Case Study

8 © 2014 CA. ALL RIGHTS RESERVED.

Enterprise Capabilities for Payers and Providers

One Partner to Support Your Technology, Services and Operational Needs

Consulting Implementation Optimization Managed Services

SaaS

Core Administration Capability

Enablement Services

Business Services

Business Optimization Revenue analytics Appeals management Patient Statements

Business Management Enrollment Billing Claim Administration

Business Services Enrollment

Application Management On-premises

Core Technology for Payers Administration Care Network Management

Core Healthcare Claims Management Claims Remits

Providers Payers

Deployment

From a support perspective, the customer profile encompasses: • Multiple solutions• Varying versions• Often customized• Often technophobic

Page 9: The Power and Promise of SaaS: CA Cloud Service Management Case Study

9 © 2014 CA. ALL RIGHTS RESERVED.

Healthcare Business Drivers for TriZettoInnovation and Speed to Market

Risk Management

Application Economy

Reduce Costs

Affordable Care Act driving new applications and integration

Continue to offer new services

Ever expanding business partnerships

Focus on customer satisfaction

Mergers and acquisitions

Increase operational efficiencies

Reduce SG&A

Increase flexibility

Enable mobility and proliferation of devices

New ways to deliver health services

Enhance collaboration

Balance speed and quality

Big data

Saas/cloud

Regulatory compliance

Balance security with speed of innovation

Competitors entering marketplace all the time

Page 10: The Power and Promise of SaaS: CA Cloud Service Management Case Study

10 © 2014 CA. ALL RIGHTS RESERVED.

Delivering TriZetto’s Image as a Technology Service Provider In 2012, Trizetto began an audit of existing solutions:

– Are they cost efficient?

– Do they reflect a positive experience?

– Do they enable Trizetto staff to be productive?

Review of Service Management solution did not support ‘Company image or CIO’s Direction’– Did not reflect the image upon which our company wanted to build success and growth

– Generation 1 products that were not current with market capabilities

– After over 3 years and significant investment, didn’t have a solution that fit our needs

Multiple disparate solutions

High development costs

– No new innovation in the product… No clear communication of roadmap plans

Interested in:– Improving responsiveness

– Lowering Total Cost of Ownership (TCO) – particularly development and associated maintenance costs

– Freeing up our IT resources to re-focus on revenue generating projects

– Translating efficiencies into elevated customer satisfaction

Page 11: The Power and Promise of SaaS: CA Cloud Service Management Case Study

11 © 2014 CA. ALL RIGHTS RESERVED.

Our Decision Process

Evaluated 5 vendors and 6 solutions

Key attributes– Web based

– Lower human resources costs

Key vendors included top tier ITSM solution providers

Key criteria– Rapidly onboard new

customers

– Total cost of ownership for solution

– Ease of upgrades

– User experience

– Ability to support organizational agility

Page 12: The Power and Promise of SaaS: CA Cloud Service Management Case Study

12 © 2014 CA. ALL RIGHTS RESERVED.

Comparison Matrix - Overview

CA NSD Vendor 1 Vendor 2 Vendor 3

GUI Administration (No special skillsets required) X

Vendor performs upgrades at no additional cost X

Only requires 1/2 to 1 FTE to Administer X X

Modern collaborative end-user interface X

Contains pre-built ITIL content X X X

Rapid Implementations (less than 3 months) X X

Architected for the cloud X X

Application and infrastructure multi-tenant X

Configure to your processes without coding X

Guaranteed uptime 99.5% 99.5% 99.5% 99.5%

Fastest, Most Flexible Solution

Page 13: The Power and Promise of SaaS: CA Cloud Service Management Case Study

13 © 2014 CA. ALL RIGHTS RESERVED.

Comparison Matrix - Overview

CA NSD Vendor 1 Vendor 2 Vendor 3

Positioned for the global enterprise market X X X

Flexible licensing (fixed and concurrent) X

Customers on latest release within 60 days X

Positive analysts views X X

Willingness of analysts to discuss vendor market position X

Contributions to ITIL and thought leadership X

*Rob Stroud:– ITIL v2 co-author business perspective– ITIL v3 contributor, mentor, reviewer

and member ITIL Advisory Board– ITIL 2011 advisory board– itSMF USA Board of Directors (3 years)– ItSMF international Board (3 years)

*Brian Johnson: – ITIL version 2 chief architect, author,

global luminary

*Peter Waterhouse:– ITIL advisor

*Randal Locke:– ITIL advisor

Enterprise Class, Thought Leading

Page 14: The Power and Promise of SaaS: CA Cloud Service Management Case Study

14 © 2014 CA. ALL RIGHTS RESERVED.

Why CA Cloud Service Management – Key Capabilities

Multi-tenanted SaaS

Configuration Not Coding

ITIL Based Workflows

Ease of Use

Rapid Implementation

Unified Management Platform

Lower On-boarding and Training Costs

Lower Total Cost of Ownership

SaaS / Single Instance multi-tenant service management solution

Configure vs. customize (no costly java scripting requirements)

Increase user productivity with templated ITIL-based action-based workflows

Modern web 2.0 interface, chat, My Service Center portal, self service with KB

Implemented in weeks versus months

Single pane of glass to effectively and efficiently provide a unique service operations view

No java developer skillsets required to configure the system, collaborative customer services approach

No infrastructure required, vendor performed upgrades, no license required for submitters, approvers or report generators, ½ to 1 FTE for administration

Page 15: The Power and Promise of SaaS: CA Cloud Service Management Case Study

15 © 2014 CA. ALL RIGHTS RESERVED.

Uniqueness to our Business

Collaborative user experience“Prosumer” and familiar interface reduces learning curve and speeds time to resolution.

Built in guidanceAction driven workflow directs analysts down proven paths to accelerate the resolution process.

Straightforward to deploy and maintainCodeless configurationadapt and modify workflow without developers keeping deployments simple.

Developed by ITIL Practitioners

Experience

Open API/Web Services

Vendor Provided Upgrades

Codeless Customization of

Business Processes

Created for MSP/ASP Efficiency

Single Instance Multi-Tenant

Page 16: The Power and Promise of SaaS: CA Cloud Service Management Case Study

16 © 2014 CA. ALL RIGHTS RESERVED.

TriZetto Service Desk Enhancements

View more common used templates, ribbon view on top, more filters. By hovering over icon, you will be able to see the description of the template and the template type.

White label for Trizetto customers

Enhanced Catalog User Interface (Netflix style popup)

Page 17: The Power and Promise of SaaS: CA Cloud Service Management Case Study

17 © 2014 CA. ALL RIGHTS RESERVED.

TriZetto Service Desk Enhancements

Global Search (top ribbon on screen)from any Workspace

Enhance Filtering– Will provide search conditions along with filtering parameters.

Performance Improvements (more browser support)– IE 8 Support for end users only, IE 9, 10, 11 supported for analysts and end users. Certifying

the latest versions of Chrome, Firefox and Safari

Additional end user enhancements

Page 18: The Power and Promise of SaaS: CA Cloud Service Management Case Study

18 © 2014 CA. ALL RIGHTS RESERVED.

It’s a journey – here was our path.

Phase one – internal deployment Rapid implementation - live in two months Incident, problem and knowledge processes

Phase two – client rollout Live to 50 hosted clients between October & April Incident, problem and knowledge processes

Phase three – extend processes Rollout configuration and change processes to

internal and external customers Extend to 70 customers

Page 19: The Power and Promise of SaaS: CA Cloud Service Management Case Study

19 © 2014 CA. ALL RIGHTS RESERVED.

Tangible Results

On Previous Solution

No Service Requests

Lack of standardization

Quality resources focused on wrong stuff

Backroom handling of issues

Inefficient, custom reports

With Current Rollout

76% increase in number of tickets and service requests handled– Process adhered to - less backroom handing

– Right priority of ticket - 70-75% triaged as low priority

Standardization of ticket templates

Automated reporting to manage efficiencies in workforce

Defined ticket templates enabling greater customer service

Page 20: The Power and Promise of SaaS: CA Cloud Service Management Case Study

20 © 2014 CA. ALL RIGHTS RESERVED.

Making Dollars and Sense Out of the New Capabilities

TriZetto saved significantly in hardware, Hardware maintenance/administration, database licenses and labor

Frees up IT resources to re-focus on revenue generating projects. Efficiencies gained translate to elevated customer satisfaction.

Modifying existing solution required customization, special (expensive skills sets)…save significant maintenance costs

Multi-tenanted solution optimized for MSP business model. Rapid implementation results effectively leverages our limited IT resources and drives new revenue

OPEX Savings

Productivity Savings

Maintenance Savings

Onboarding Benefit

Page 21: The Power and Promise of SaaS: CA Cloud Service Management Case Study

21 © 2014 CA. ALL RIGHTS RESERVED.

For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;

ensure it links to correct pageManagement Cloud

Page 22: The Power and Promise of SaaS: CA Cloud Service Management Case Study

22 © 2014 CA. ALL RIGHTS RESERVED.

For Informational Purposes Only

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.

Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners

and Customers.

Terms of this Presentation