the power and promise of saas: ca cloud service management case study
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/1wEnPhzTRANSCRIPT
Management Cloud
The Power and Promise of SaaS: CA Cloud Service Management Case Study
Glenn Mullen
MCT06S #CAWorld
Associate Vice President Global OperationsTriZetto Corporation
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
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.
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.
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
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
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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
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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
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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
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
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
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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
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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
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
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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
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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)
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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
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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
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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
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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
21 © 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
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ensure it links to correct pageManagement Cloud
22 © 2014 CA. ALL RIGHTS RESERVED.
For Informational Purposes Only
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