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Management Cloud
The Power and Promise of SaaS:
CA Cloud Service Management Case Study
Glenn Mullen
MCT06S #CAWorld
Associate Vice President Global Operations
TriZetto Corporation

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© 2014 CA. ALL RIGHTS RESERVED.
Abstract
As we move to the application economy, companies are increasingly reviewing their portfolio of solutions to help ensure that they are deriving the promised efficiencies and value.
Please join this session for an informative discussion regarding how one company is leveraging cloud- based solutions to improve the overall effectiveness of their IT service management operations.
Glenn Mullen
TriZettoCorporation
Associate Vice President Global Operations

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© 2014 CA. ALL RIGHTS RESERVED.
About Trizetto
Delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health.
TriZettosolutions:
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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© 2014 CA. ALL RIGHTS RESERVED.
Our Vision, Mission and Values
Vision
We simplify healthcarefor everyone.
Mission
We innovate to provide information solutions that improve the efficiency and effectiveness of the businessof healthcare.
Values
Clients Come FirstWe consistently deliver high quality solutions and provide world-class service.
Got Your BackTeam, Honor, Trust, Respect, Pride in our work, each other and TriZetto.
Make a DifferenceWe are part of something bigger than ourselves.
Get it Done RightTake initiative. Follow through until it’s done. Be committed and accountable to each other, our clients and our shareholders.
Act as a TeamWe support one another. We don’t blame each other. One for all—all for one.

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© 2014 CA. ALL RIGHTS RESERVED.
Healthcare Is Getting More Complex…
...OurGoal: Simplify the Business of Healthcare
Complex Benefits
Too Many Choices
Don’t Understand Health Insurance
Importance of Brand / Experience
ICD-10
Meaningful Use
EMR/EHR Deployment and ROI
Payment/Collection Administration
Need Compliance at Scale
Focus on MLR and Admin Costs
New Care and Payment Models
Efficient Line of Business Growth
Transparency and Information Needs
Greater Awareness of Out-Of-Pocket Cost
Increased Levels of Customer Service
24X7 & Anywhere Access (Mobile)
Consumers
Providers
Payers

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© 2014 CA. ALL RIGHTS RESERVED.
Simplifying Healthcare for Our Clients
CHALLENGES
New Careand Payment Models
Expand and
Grow into
New Markets
Efficiency and Cost
TRIZETTO CAN HELP
Deep Expertise in Payer and Provider Payments
Facilitate New Network and Payment Models
Streamline Transactions: TriZetto facilitates 2B / yr.
Help Clients Win with Speed to Market
“The system has allowed us to scale our membership quickly and it will allow us to handle the growth we are expecting.”
-Heather Mullen, director of Health Plan Operations, Martin’s Point Health Care
Provide Operational Models for Margin Compression
20% cost reduction opportunity with hosting
Manage 100s of applications and multiple LOBs with outsourcing
Regulatory Compliance
Ensure Compliance Everywhere –Speed and Scale Matter
1000s of regulatory updates in 2013 alone for ACA, CMS and Core… and rapidly growing

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© 2014 CA. ALL RIGHTS RESERVED.
Unbeatable Healthcare Community
500+
PM / EMR SystemConnections
245K
Providers
180M
Consumers
350+
Payer Organizations
2B+
Transactions/Yr.
50+
Exchange-Ready Clients
Over Half the Industry Places Its Trust In TriZetto
TriZetto Earns Client Confidence One Client at a Time

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© 2014 CA. ALL RIGHTS RESERVED.
Enterprise Capabilities for Payers and Providers
One Partner to Support Your Technology, Services and Operational Needs
Consulting
Implementation
Optimization
Managed Services
SaaS
Core Administration Capability
Enablement Services
Business Services
Business Optimization
Revenue analytics
Appeals management
Patient Statements
Business Management
Enrollment
Billing
Claim Administration
Business Services
Enrollment
Application Management
On-premises
Core Technology for Payers
Administration
Care
Network Management
Core Healthcare Claims Management
Claims
Remits
Providers
Payers
Deployment
From a support perspective, the customer profile encompasses:
•Multiple solutions
•Varying versions
•Often customized
•Often technophobic

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© 2014 CA. ALL RIGHTS RESERVED.
Healthcare Business Drivers for TriZetto
Innovation and Speed to Market
Risk Management
Application Economy
Reduce Costs
Affordable Care Act driving new applications and integration
Continue to offer new services
Ever expanding business partnerships
Focus on customer satisfaction
Mergers and acquisitions
Increase operational efficiencies
Reduce SG&A
Increase flexibility
Enable mobility and proliferation of devices
New ways to deliver health services
Enhance collaboration
Balance speed and quality
Big data
Saas/cloud
Regulatory compliance
Balance security with speed of innovation
Competitors entering marketplace all the time

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© 2014 CA. ALL RIGHTS RESERVED.
Delivering TriZetto’sImage as a Technology Service Provider
In 2012, Trizettobegan an audit of existing solutions:
–Are they cost efficient?
–Do they reflect a positive experience?
–Do they enable Trizettostaff to be productive?
Review of Service Management solution did not support ‘Company image or CIO’s Direction’
–Did not reflect the image upon which our company wanted to build success and growth
–Generation 1 products that were not current with market capabilities
–After over 3 years and significant investment, didn’t have a solution that fit our needs
Multiple disparate solutions
High development costs
–No new innovation in the product… No clear communication of roadmap plans
Interested in:
–Improving responsiveness
–Lowering Total Cost of Ownership (TCO) –particularly development and associated maintenance costs
–Freeing up our IT resources to re-focus on revenue generating projects
–Translating efficiencies into elevated customer satisfaction

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© 2014 CA. ALL RIGHTS RESERVED.
Our Decision Process
Evaluated 5 vendors and 6 solutions
Key attributes
–Web based
–Lower human resources costs
Key vendors included top tier ITSM solution providers
Key criteria
–Rapidly onboard new customers
–Total cost of ownership for solution
–Ease of upgrades
–User experience
–Ability to support organizational agility

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© 2014 CA. ALL RIGHTS RESERVED.
Comparison Matrix -Overview
CA NSD
Vendor 1
Vendor 2
Vendor 3
GUI Administration (No special skillsets required)
X
Vendor performs upgrades at no additional cost
X
Only requires 1/2 to 1 FTE to Administer
X
X
Modern collaborative end-user interface
X
Contains pre-built ITIL content
X
X
X
Rapid Implementations (less than 3 months)
X
X
Architected for the cloud
X
X
Application and infrastructure multi-tenant
X
Configure to your processes without coding
X
Guaranteed uptime
99.5%
99.5%
99.5%
99.5%
Fastest, Most Flexible Solution

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© 2014 CA. ALL RIGHTS RESERVED.
Comparison Matrix -Overview
CA NSD
Vendor 1
Vendor 2
Vendor 3
Positioned for the global enterprise market
X
X
X
Flexible licensing (fixed and concurrent)
X
Customers on latest release within 60 days
X
Positive analysts views
X
X
Willingness of analysts to discuss vendor market position
X
Contributions to ITIL and thought leadership
X
*Rob Stroud:
–ITIL v2 co-author business perspective
–ITIL v3 contributor, mentor, reviewer and member ITIL Advisory Board
–ITIL 2011 advisory board
–itSMFUSA Board of Directors (3 years)
–ItSMFinternational Board (3 years)
*Brian Johnson:
–ITIL version 2 chief architect, author, global luminary
*Peter Waterhouse:
–ITIL advisor
*Randal Locke:
–ITIL advisor
Enterprise Class, Thought Leading

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© 2014 CA. ALL RIGHTS RESERVED.
Why CA Cloud Service Management –Key Capabilities
Multi-tenanted SaaS
Configuration Not Coding
ITIL Based Workflows
Ease of Use
Rapid Implementation
Unified Management Platform
Lower On-boarding and Training Costs
Lower Total Cost of Ownership
SaaS / Single Instance multi-tenant service management solution
Configure vs. customize (no costly java scripting requirements)
Increase user productivity with templatedITIL-based action-based workflows
Modern web 2.0 interface, chat, My Service Center portal, self service with KB
Implemented in weeks versus months
Single pane of glass to effectively and efficiently provide a unique service operations view
No java developer skillsets required to configure the system, collaborative customer services approach
No infrastructure required, vendor performed upgrades, no license required for submitters, approvers or report generators, ½ to 1 FTE for administration

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© 2014 CA. ALL RIGHTS RESERVED.
Uniqueness to our Business
Collaborative userexperience
“Prosumer” and familiar interface reduces learning curve and speeds time to resolution.
Built in guidance
Action driven workflow
directs analysts down proven paths to accelerate the resolution process.
Straightforward to deploy and maintain
Codeless configuration
adapt and modify workflow without developers keeping deployments simple.
Developed by ITIL Practitioners Experience
Open API/Web Services
Vendor Provided Upgrades
Codeless Customization of Business Processes
Created for MSP/ASP Efficiency
Single Instance Multi-Tenant

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© 2014 CA. ALL RIGHTS RESERVED.
TriZetto Service Desk Enhancements
View more common used templates, ribbon view on top, more filters. By hovering over icon, you will be able to see the description of the template and the template type.
White label for Trizettocustomers
Enhanced Catalog User Interface (Netflix style popup)

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© 2014 CA. ALL RIGHTS RESERVED.
TriZetto Service Desk Enhancements
Global Search (top ribbon on screen)from any Workspace
Enhance Filtering
–Will provide search conditions along with filtering parameters.
Performance Improvements (more browser support)
–IE 8 Support for end users only, IE 9, 10, 11 supported for analysts and end users. Certifying the latest versions of Chrome, Firefox and Safari
Additional end user enhancements

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© 2014 CA. ALL RIGHTS RESERVED.
It’s a journey –here was our path.
Phase one –internal deployment
Rapid implementation -live in twomonths
Incident, problem and knowledge processes
Phase two –client rollout
Live to 50 hosted clients between October & April
Incident, problem and knowledge processes
Phase three –extend processes
Rollout configuration and change processes to internal and external customers
Extend to 70 customers

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© 2014 CA. ALL RIGHTS RESERVED.
Tangible Results
On Previous Solution
No Service Requests
Lack of standardization
Quality resources focused on wrong stuff
Backroom handling of issues
Inefficient, custom reports
With Current Rollout
76% increasein number of tickets and service requests handled
–Process adhered to -less backroom handing
–Right priority of ticket -70-75% triaged as low priority
Standardization of ticket templates
Automated reporting to manage efficiencies in workforce
Defined ticket templates enabling greater customer service

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© 2014 CA. ALL RIGHTS RESERVED.
Making Dollars and Sense Out of the New Capabilities
TriZettosaved significantly in hardware, Hardware maintenance/administration, database licenses and labor
Frees up IT resources to re-focus on revenue generating projects. Efficiencies gained translate to elevated customer satisfaction.
Modifying existing solution required customization, special (expensive skills sets)…save significant maintenance costs
Multi-tenanted solution optimized for MSP business model. Rapid implementation results effectively leverages our limited IT resources and drives new revenue
OPEX Savings
Productivity Savings
Maintenance Savings
Onboarding Benefit

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© 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
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Management Cloud

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© 2014 CA. ALL RIGHTS RESERVED.
For Informational Purposes Only
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.
Terms of this Presentation