Session 305: Transformation, Transparency, and Accountability: A Case Study on Changing the Way We Deliver IT Services (Case Study)


Wednesday, April 11 at 3:00 PM

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When an organization with more than 12,000 employees changes its service management tool, little do they realize a transformation is about to take place and the way of delivering customer service is about to change. At Memorial Healthcare System, this implementation uncovered opportunities for process improvement and changes to service delivery, all adding value to the business. This session details Memorial's journey, focusing on how it challenged them to become better by holding themselves accountable with actionable data, collaborating more with internal teams, and mobilizing their customer base.

Eddie Vidal

Independent Consultant
EJV Corp.

Eddie Vidal has more than 25 years of IT experience in transportation, hospitality, higher education, and healthcare. He is currently an independent consultant for EJV Corp, consulting for Memorial Healthcare System in southern Florida. He serves as president emeritus and founder of the HDI South Florida local chapter, is a member of the HDI Strategic Advisory Board, and was among the inaugural class for the HDI Hall of Fame in 2016. Eddie is also an international keynote speaker, eleven-time FUSION and HDI Conference track chair, and frequent contributor to HDI SupportWorld. A certified HDI Support Center Manager, he's also certified in ITIL v3 and OSA.

Ana Agostini

Administrative Director- IT Services
Memorial Healthcare System

Ana Agostini has more than 16 years of experience in healthcare IT and is currently the Administrative Director of IT Services over the IT PMO, service desk and identity and access management teams at Memorial Healthcare System. Ana started her career at Accenture as a healthcare consultant and has implemented electronic health record, identity access management, and service management systems that have transformed organizations. Ana received her MS in industrial engineering, with a minor in project management, from the University of Minnesota – Twin Cities. She's also a certified PMP and holds three Epic certifications.