August 20, 2009 (FinancialWire) — Compuware Corp. (NASDAQ: CPWR) announced that Compuware Vantage, a key component of Compuware’s Business Service Delivery approach, has helped New Hanover Regional Medical Center improve the performance and availability of its critical hospital systems.

With real-time visibility into the end-user experience of clinicians, New Hanover achieved 100 percent ROI in less than 18 months and continues to build confidence in the IT organization’s ability to identify and resolve issues before they impact patient care.

New Hanover Regional Medical Center is a three-campus integrated health system serving seven counties in Southeastern North Carolina. With a mission that strives to provide the highest level of patient satisfaction and quality care, New Hanover’s IT organization knew it was in a crisis when it had no ability to predict and prevent IT failures before they affected clinicians and patient care. The organization was forced to manage IT problems by anecdote, which put IT in a reactive mode that only escalated problems. Additionally, frustrated clinicians were not reporting problems, due to dwindling confidence in IT services.

“As our hospitals and clinicians became more dependent on EMR technology for patient care, it became crystal clear that we needed a system-wide IT Service Management program in place that gives legitimate and meaningful data to manage the internal business of IT,” said Avery Cloud, senior vice president and chief information officer at New Hanover Regional Medical Center. “We needed to know about performance issues before they had a chance to impact clinicians and patient care. So, having visibility into the end-user experience of our clinicians that’s supported by historical, real-time and predictive data is critical for us to quickly and proactively resolve IT problems. Compuware Vantage gave us that.”

New Hanover implemented an ITIL IT Service Management initiative using Compuware Vantage. Compuware’s IT Portfolio Management solution, Compuware Changepoint, was also used to provide full visibility into the IT investments of the initiative to manage costs, make better funding decisions and ensure better alignment between IT and the business.

The initiative was branded Project “S,” which focuses on improving Stability, Satisfaction and System Performance of the hospital systems New Hanover’s management and clinical workforce depend on. The IT team internally advertised and marketed Project “S” throughout their hospitals to gain clinician support and instill confidence back in IT.

“I chose the name Project ‘S’ because I knew technology language (i.e. IT Service Management) would not resonate with clinicians, and we had to communicate to the business in terms of results-not methodology,” said Cloud.

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