Business Challenge
The U.S. Oncology Network provides more than 1,400 independent physicians with clinical and business-support capabilities, expertise, and industry-leading technologies that deliver value-based, integrated care to cancer patients close to home. The U.S. Oncology Network’s practice and provider IT services organization ensures the reliability and performance of dozens of critical, patient-impacting systems for their diverse customer base. Facing rapid growth and increasing complexity, IT required granular visibility into their critical systems and infrastructure, and needed to establish best practices for incident, problem, and change management.
BMC Solution
Built on the Salesforce.com platform, Remedyforce (now known as BMC Helix Remedyforce) provides comprehensive service management in the cloud. The BMC Helix CMDB (Configuration Management Database) maintains an accurate inventory of IT assets and their relationships, enhancing the efficiency of service management processes.
Business Impact
With the BMC solutions, IT keeps systems that directly impact patients constantly running at peak performance, so network members can deliver on their shared vision of improving patient outcomes and quality of life.
- With best practices and automation, IT supports an increasingly diverse technology environment, and a customer base that has grown over 33 percent in two years.
- Visibility into IT assets and their relationships to critical systems speeds incident resolution and accelerates the approval and rollout of changes.
- Problem management is slashing the number of recurring incidents, reducing incident volumes, and minimizing the risk of service disruption for physicians and their patients.
“By supporting our customers—the medical professionals who deliver care—we ensure that patients get the treatments they need, whether it’s surgery, radiation, chemotherapy, or simply general diagnostics.”
— Brandon J. Smith, Manager, Practice and Provider of IT Services