How MSPs and IT Organizations can Empower High Growth with ITSM

How MSPs and IT Organizations Empower High Growth and Profitability with

ITSM17 November 2016

Presented By:Anne Morello,

TriZettoBill Guinn,

ServiceAide

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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

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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

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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

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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.

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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.

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HealthCare is Getting More Complex

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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

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• 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

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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

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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

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• 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

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• 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

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Questions & Answers

1-650-206-8988

[email protected]

www.serviceaide.com

Anne Morello

[email protected]