Opportunity for Change
Every major healthcare IT incident risks disrupting patient care and critical operations across the enterprise. Before Mission Control, outages were often detected reactively, costing hours of downtime. Lack of observability meant optimization opportunities were missed, and clinical apps faced unplanned interruptions.
Context
Invisible failures turn into visible harm.
Legacy processes would lead to
- teams reacting to outages after they escalated
- lack of a unified, enterprise-wide view of service health
- absence of predictive monitoring
- missed early warning indicators
- struggle in executing a coordinated restoration
The need for a centralized command center that could keep clinical apps stable, protected, and running was critical.
Our Approach
Providence launched Mission Control, a centralized command center for live-site monitoring and proactive incident management. Key components delivered through Mission Control include
- 12×7 operations, rolling toward full 24×7 global coverage
- A single pane of glass for enterprise observability
- Predictive monitoring powered by tools like Event to Actionable Alerts (ETAA) and Event Care Platform (ECP).
- Rapid response, coordinated restoration, and change oversight
- A robust capability to manage global operations with minimal downtime
Mission Control ensured seamless technology operations, supporting patient care by preventing outages before they occur.
Transformative Outcomes
- 40% reduction in major outages, improving caregiver and patient care experience
- 50% reduction in incidents, preventing potential disruptions
- Delivered 99.95% uptime across critical apps and systems
- Mature KPIs, service-health dashboards, and unified change governance
- Ability to roll out production changes during off-peak hours
- 99% success ratio for change deployments
Impact in practice
Mission Control shifted Providence from reactive firefighting to proactive resilience, keeping hospitals online, clinicians supported, and patient care uninterrupted.
