Case Study: AllianceChicago improves EHR uptime and streamlines IT operations with Burwood Group

AllianceChicago cuts EHR downtime from almost every day to about 20 minutes a month with Burwood Group

AllianceChicago, a healthcare organization supporting a network of 72 community health centers, faced significant challenges with the uptime of its critical athenaPractice™ EHR platform. Frequent downtimes of 20 minutes or more during business hours, combined with an ineffective helpdesk, reduced productivity across its network. To improve infrastructure availability and support, AllianceChicago engaged Burwood Group for its IT management and monitoring expertise.

Burwood Group implemented a two-fold solution using its Intelligent Operations and Managed Services teams. They deployed a customized ServiceNow portal for improved IT service management and provided proactive monitoring of the cloud infrastructure. The results were dramatically improved uptime, reducing downtime from daily occurrences to less than 20 minutes per month. AllianceChicago also realized faster incident response, streamlined operations, and significant OpEx savings by eliminating the need for a large in-house team.

AllianceChicago