The consolidation of IT data centres across 22 hospitals in 6 cluster groups in Singapore was one of the most complex healthcare IT programmes in the region — with a budget of $54 million USD and the highest SLA requirements for health-critical systems. As Interim Chief Architect, Portamus designed the ITSM architecture across all 8 process areas, created a monitoring concept for real-time SLA tracking, and specified the interfaces between InControl Asset Management, Up.Time Service Monitoring, SAP ERP FI/CO Billing, and Serena Service Manager — in close collaboration with IT managers from the hospital clusters, service provider, and government data centre operator.
Healthcare
National Healthcare System Consolidates ITSM Architecture Across 22 Hospitals
End-to-end ITSM architecture across 8 process areas, SLA monitoring design for health-critical systems, and 4-system integration blueprint for a $54M data centre consolidation programme.
Executive Summary
The Engagement at a Glance
Challenge
Where the Organization Stood
The IT data centres of 22 hospitals across six cluster groups in Singapore were to be consolidated — without a unified ITSM architecture and with the highest SLA requirements for health-critical systems.
Fragmented ITSM Across 6 Hospital Clusters
22 hospitals across six cluster groups operated with different ITSM processes and tools — unified cross-cluster governance was not possible.
No SLA Monitoring for Health-Critical Systems
Health-critical systems required real-time SLA monitoring and automatic escalation — no monitoring concept existed.
No Integrated ITSM Architecture
InControl, Up.Time, SAP ERP FI/CO, and Serena Service Manager operated without integration — process gaps and manual duplication were the result.
Solution
What We Did
End-to-End ITSM Architecture Design
Portamus designed the ITSM architecture across all 8 process areas: Incident, Problem, Change, and Service Request Management, Availability, Capacity, Asset/CMDB, and Knowledgebase Management.
SLA Monitoring Concept for Health-Critical Systems
A monitoring system was designed to track the highest SLA requirements for health-critical systems and automatically trigger escalation processes.
4-System Integration Blueprint
Interfaces between InControl Asset Management, Up.Time Service Monitoring, SAP ERP FI/CO Billing, and Serena Service Manager were fully designed and specified.
Results & Outcomes
What Changed
22
Hospitals
The ITSM architecture was designed for all 22 hospitals across 6 cluster groups.
$54M
Programme Budget
The data centre consolidation programme had a total budget of $54 million USD.
8
ITSM Process Areas
All 8 ITSM process areas were fully designed — from Incident Management to Knowledgebase Management.
SLA-ready
Monitoring Designed
The monitoring concept ensures the highest SLA requirements for health-critical systems are tracked in real time.
Key Takeaways
What Made This Engagement Work
ITSM Architecture Saves Lives
In health-critical environments, ITSM is not merely an IT process concern — inadequate SLA monitoring can have direct patient safety implications.
Integration Before Consolidation
Data centre consolidation only succeeds when the integration architecture of ITSM systems is explicitly designed before the merger begins.
The Interim Architect Role
An external Interim Chief Architect creates clarity and commitment in complex multi-stakeholder programmes without destabilising internal power dynamics.
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