Major North American Health Care Complex—Managed Services for SAP ASE and Replication Server

The Customer is one of the largest, most prestigious medical complexes in North America, providing hospital, surgical, emergency and pharmacy services as well as performing research and specialized treatments. With more than 20,000 dedicated medical, support and business professionals, it ranks as one of the top health care organizations for innovation and excellence. A high profile, internationally well-regarded institution, its technology must support the topmost benchmarks for patient care, medical education and research, as well as ensuring strict adherence to all regulatory standards.

The Customer was seeking an advanced database managed services platform to operate and maintain their SAP ASE and Replication Server (SRS) environments. Traditional manual tuning by database administrators (DBAs) had become overly time-consuming and rates of human error were increasing.

In addition, the Customer lacked sufficient staff with the domain knowledge and skill sets needed to manage their system. Therefore, since resources were limited, they also required that the solution leverage advanced generative artificial intelligence (GenAI) technologies to optimize key database parameters including memory allocation, indexing strategies and query performance.

mLogica’s TRAK*M Managed Services Platform is an automated, GenAI-based solution designed to run, operate and maintain database and systems services at scale for small, medium and enterprise-level environments. A true game-changer in the enterprise solutions market, GenAI is particularly well-suited for database managed services. As more businesses move away from traditional, manually-performed database support, they find they can leverage GenAI to ensure maximum efficiency, flexibility and accuracy.

After reviewing the platform’s capabilities, the Customer selected TRAK*M. Powered by GenAI and supported by expert teams, this solution automates administration, security, performance tuning and more. mLogica now provides TRAK*M managed services for the Customer’s SAP ASE and Replication Server (SRS) environments, including automated database monitoring for Level I through III issues and 24/7 help desk support for end users.

Additional TRAK*M services provided to the Customer include:

The implementation of a technical operations manual (TOM) was instrumental in defining all service details, as well as ensuring operational and maintenance support were managed successfully. This includes:

• The supported environment inventory
• Routine tasks
• Ad hoc activities
• Incident processes
• mLogica and Customer resources and roles
• Production, dev./test and high availability (HA) environment details and processes
• Alerts, reports, escalation processes and more

mLogica’s TRAK*M Managed Services Platform includes an automated defect tracking and remediation system that defines issue prioritization as well as mitigation strategies to prevent recurrence. Any reported defects are automatically vetted, analyzed and shared with key stakeholders for consensus on criticality levels.

The TRAK*M platform’s GenAI-driven defect management processes ensure teams focus on critical issues while maintaining a known error database (KEDB) to catalog recognized defects. If a workaround for a defect exists, the system categorizes that as “a known error with a workaround.” Currently-unresolvable defects are logged as “known errors.” The TRAK*M team and system then continuously reassesses the KEDB to identify root causes of these issues for ongoing system improvement.

The deployment of TRAK*M’s GenAI-based managed services program has delivered an array of Customer benefits. As budgets and staff were severely constrained, by leveraging TRAK*M GenAI, the mLogica team was able to automate routine tasks, minimizing resource requirements and reducing operational costs.

The technical operations manual (TOM) provided as part of this initiative gives the Customer best practice standard operating procedures (SOPs) in case any issue occurs. These guidelines ensure ongoing database functionality and prevent any disruption in the Customer’s mission-critical health care systems.

The Customer, one of the largest, most diverse medical complexes in North America, faced major roadblocks in managing their database environments efficiently. Traditional manual tuning methods were inefficient, time-consuming and prone to high rates of human error.

The Customer therefore decided to adopt a managed services solution to support their SAP ASE and Replication Server (SRS) environments, one that also offered advanced AI technologies to optimize key database parameters including memory allocation, indexing and query performance.

They selected mLogica's GenAI-powered TRAK*M Managed Services Platform, core functions of which include automated database monitoring, maintenance and issue resolution. These reduced the rates of system errors and eliminated previous operational challenges caused by manual tuning.

The implementation of a technical operations manual (TOM) allowed the business to apply standardized support procedures, resulting in improved operational efficiencies, increased reliability and enhanced database performance. In addition, TRAK*M's GenAI-supported defect remediation model provided a highly organized approach for the Customer to manage and resolve issues in their database environments. TRAK*M Managed Services Platform helped the Customer optimize their resources and quickly resolve issues for maximum productivity, cost efficiency and ongoing performance improvements.