Health service providers cannot tolerate downtime. There are quite literally lives hanging in the balance. Fairview Health Services of Minneapolis, MN is no different. Over 1,500 applications, many of them mission-critical, are necessary to keep operations functioning normally in their 12 hospitals, 54 primary clinics, and 36 pharmacy locations. In the past, IT support managed their IT Disaster Recovery (DR) processes manually. While they were committed to having robust DR protocols, they struggled to keep Word-based disaster recovery plans up to date and accurate – and to verify that RTOs could be met. According to Maria Rothstein, DR Analyst & ITSM Office Manager, “We were faced with an enormous amount of work. Automation was the only way forward.” Fairview Health Services already used ServiceNow for IT Service Management and to manage their IT infrastructure. This made ServiceNow a natural choice for managing DR. The ServiceNow CMDB had a comprehensive inventory of Fairview’s IT network, along with other key data such as vendor and facility information. Rothstein says that, “We were constantly taking information out of ServiceNow and pasting it into our disaster recovery plans. That made no sense. By managing DR within ServiceNow, we could save huge amounts of time—and know that we had an accurate, up-to-date single source of truth.”
As a result of implementing MaestroRS, Fairview operationalized disaster recovery. Standard ITSM and ITOM practices contribute to the build out and maintenance of actionable disaster recovery plans. Fairview can now easily view graphics, custom, dashboards, and reports allowing them manage gaps between their organizational needs and their IT capabilities. According to Rothstein, “it will allow us to have complete visibility of the RTO of each of our key applications, and we will be able to easily see the gap between our planned RTOs and what we can actually achieve. Fairview can exercise to ensure readiness and gap mitigation efforts by facilitating realistic disruption scenarios using the Recovery & Exercise Management module in MaestroRS.
Rothstein is very enthusiastic about MaestroRS. She says that, “Our experience has been tremendous. And because the application was certified by ServiceNow, it got the golden pass—we knew it had successfully completed a defined set of architecture, integration, security, and performance tests, and had the capabilities we needed for success.”