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Business: Catholic Health East (CHE) includes 34 acute care hospitals, 14 assisted living facilities and 32 home health/hospice agencies as well as numerous other health services and centers. Co-sponsored by nine religious congregations and Hope Ministries, CHE is a US-based multi-institutional Catholic health system. Challenge: To ensure the effectiveness of its IT operation and safeguard the customer experience, CHE needed to implement a framework for service level agreement (SLA) that would establish performance metrics, maximize economies of scale and support automated measurement. Solution: Using CA Oblicore Guarantee?, CHE has been able to automate the process of SLA reporting, build a service catalog and capture reliable IT service delivery information. The solution pulls information from originating systems to populate reports, dashboards and SLA scorecards based on defined metrics. Benefit: CA Oblicore Guarantee has delivered both efficiency and cost savings. For example, one facility has seen a 77 percent improvement on the delivery of request for service within the estimated date. Overall, CHE has seen a 40 percent increase in problem resolution compliance.
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