how msps and it organizations can empower high growth with itsm
TRANSCRIPT
How MSPs and IT Organizations Empower High Growth and Profitability with
ITSM17 November 2016
Presented By:Anne Morello,
TriZettoBill Guinn,
ServiceAide
2
ServiceAide
Company Background
• Privately held company• Formed by acquisition of CA
Technologies Cloud Service Management assets and WGSigma Systems big data and machine learning platform
• Focused completely on IT Service Management via modern cloud delivery
• Management Team has built successful world-class solutions in IT, CRM, AI, Middleware, more
• San Jose, CA Headquarters with R&D and SaaS Operations in Hyderabad India
3
Leverage big data and machine learning to
improve analyst productivity and
customer satisfaction
Be the value leader in ITSM for small to
mid-size organizations and
MSPs
VISION, MISSION & VALUES
Cloud focused: Only deliver cloud native solutions
Cost focused: constantly working to drive down our
costs and our customers’ costs
4
Cloud Service Management
IT Service Management• The system of record for IT
Operations• Critical for managing disruptions to
service, changes & employee requests
Cloud Service Management• Service Desk• Configuration Management• Asset Discovery & Management• IT Project Management• Multi-channel support
5
Speaker Bio
Anne Morello from TriZetto• Director, Software Engineering• Manage software development, administration,
and support for TriZetto’s Corporate Applications Unit. The Web Technologies team.
6
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.
7
HealthCare is Getting More Complex
8
Enterprise Capabilities for Payers & Providers
Our Team and Goals
Web Technologies Team• Provide support and development
services for key web based products for the corporation
Our Team and Goals
Web Technologies Team• IT Service Management for internal
and external clients• Service Request• Incident• Problem• Change• Knowledge• Configuration Management• Asset Management
• We position rapid speed to setup new clients and ease of use with the service catalog as our key selling points
11
• In 2014 TriZetto was acquired by Cognizant Technology Solutions
• This allows TriZetto to go after much larger clients
• Ensure we could deliver the higher levels of service required by these larger organizations
Growth Growth Growth
12
ITSM is critical to our business - It is our main communication method with our clients
Constantly updating our Service Catalog to improve customer satisfaction
Improving Customer Service
13
Building for the Future
Automation
Goal – spend our time and focus on our clients and not on configuring and building ITSM processes
• eTicket Bonding• Integration with 3rd party tools• Fast setup of new clients
14
• Support TriZetto’s unique business model in managing both external and internal clients
• Multi-tenancy capabilities• Configuration not development approach• Service Catalog unique for each customer• ITIL process alignment
Selecting an ITSM Tool
15
• Lower cost of ownership for SaaS solution• Strong community of users • Vendor is receptive to enhancement ideas • Outstanding support• Robust reporting capabilities
Selecting an ITSM Tool
16
Questions & Answers