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Best practices drive availability gains at Blue Cross and Blue Shield of Florida
With 90% fewer incidents and 80% improvement in incident resolution, insurer is better able to meet high standards for customer service, protect brand and market share

“By changing our processes and procedures, implementing HP Application Performance Management and utilizing Application Lifecycle Management best practices, we’ve substantially reduced the number of incidents affecting our business critical applications. It’s good for our business, but the real benefit is to our customers, because when our applications are up and running, we can deliver the service they expect and deserve.”
—Victor Miller, senior manager of Systems Management, Blue Cross and Blue Shield of Florida
Objective Drive improvements in the performance and availability of business-critical services Approach Implement end-to-end application performance management to proactively manage the end user experience while integrating with Application Lifecycle Management best practices to drive continuous service improvement IT improvements over past two years Quantified Benefits
HP customer case study: Combining Application Lifecycle Management best practices and HP Application Performance Management supports insurer’s high standards of customer service. Industry: Insurance • Reduction of business-critical incidents (from 20 to 30 to 1 or 2 per week) • Fewer people required to resolve infrastructure issues (from 15 to 20 to 6 or 7) • Mean Time to Repair reduced 80% Qualitative Benefits • Improved traceability of events drives faster diagnostics • Increased likelihood that incidents will be detected before they impact customers, the business • Ability to troubleshoot effectively improves IT staff morale

Health insurers have a tremendous responsibility to their customers. They must be available and accessible when their members face health issues. They must be ready to respond when doctors or patients have