Memorial Hermann centralizes IT support to improve services in their Integrated Technology Command Center in Houston

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Cyviz was selected by Memorial Hermann as a key component of the new 6,000 S.F. Integrated Technology Command Center (ITCC). The newly built ITCC will house Memorial Hermann’s IT Help Desks (Levels 1 and 2), IT NOC Engineering (Level 3) and the technical operations team for the health system.

The largest not-for-profit health system in Southeast Texas, Memorial Hermann has 14 hospitals and 200 other locations throughout the Greater Houston area, and employs approximately 24,000 people. The new ITCC will combine the help desk, engineering and IT operations under one roof, with the goal of increasing the number of IT help desk calls that are resolved in the first pass as well as reducing the amount of time it takes to close an open support ticket. Today, the combined departments field over 30,000 calls per month.

“Cyviz is the centerpiece of our new ITCC,” commented Brandon Hall, director of Technical Services at Memorial Hermann. “The 32 foot ultra-wide, ultra-high resolution video wall inside the ITCC will be used by our L3 NOC engineering team as well as the command conference center, or ‘War Room.’ If we have a major problem due to weather, or an outage of some sort, we will use the video wall to display critical information needed for our executives and people actually working on the problem. We’ve also integrated some additional panels on the opposite side of the building for our engineering teams. Our L3 engineering team will have a view on their walls to see what’s happening in the environment in real time,” Brandon Hall, IT Director.

“Memorial Hermann’s commitment to a digital-centered environment means that it’s critical to keep their systems available at all times,” commented Peter Stewart, President of North America for Cyviz. “Their new ITCC is an excellent example of how to utilize today’s cutting-edge collaboration and visualization solutions to ensure everyone is able to respond to any technology issue quickly and proactively. We’re extremely proud to be considered the centerpiece of the new command center.”

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