Healthcare Data · IT Operations Transformation
Restoring Control After Compounded IT Complexity
ConsultNet helped a fast-growing healthcare data company stabilize its IT Operations and realign systems, processes, and leadership after years of rapid change. Five years of M&A, leadership turnover, and deferred decisions had touched every layer of the organization. As talent partner, services partner, and strategic advisor, we worked across them in parallel from day one. Showing up as one team and delivering across the full scope built a relationship that continues to grow because it is founded on trust, not promises.
One client. Every layer of IT Operations engaged simultaneously. Here is what that produced.
In less than five years, the organization grew from a small SaaS startup into a $7 billion enterprise through a major merger and a steady stream of acquisitions. Each transaction introduced new systems, teams, contracts, and operational complexity.
By the time a new senior IT leader stepped in, the organization had outpaced its own infrastructure. Tooling was misaligned, data was inaccessible, processes were inconsistent, and the team structure no longer matched the scope of the work.
The challenge wasn't a single issue. It was everything at once.
What differentiated ConsultNet was consistency. The team had demonstrated an ability to enter complex environments, take ownership, and deliver without adding noise. That credibility led to introductions across the organization and expansion through a formal RFP process.
A clear perception took hold internally: small enough to care about the specific challenge, capable enough to solve it. Each engagement was structured around what the client required, not around predefined service packages.
This work now stands as proof of a broader capability. ConsultNet can operate across talent, process, technology, and strategy simultaneously under a single point of accountability. That integrated model is uncommon. It is the ConsultNet model working exactly as designed.
The incoming IT leader inherited an environment shaped by turnover, rapid acquisition, and deferred decisions. Four problems had grown in parallel and become tightly intertwined.
Unstable ITSM Platform
The Jira environment had been patched, stretched, and handed off repeatedly, leaving broken workflows and unmanaged licenses. A migration to Jira Cloud, intended to serve as a clean reset, had already failed twice.Limited Operational Visibility
Critical decisions were being made from spreadsheets because real-time system data was not accessible. There were no dashboards across the service desk, IT Asset Management, or broader IT Operations, keeping the team in reactive mode.Vendor and Software Spend Lacked Discipline
There was no consolidated view of tool usage, idle licenses, or contract exposure. Each acquisition added contracts and overlapping systems, compounding complexity with no clear ownership to unwind it.Team Structure Lagged Behind Demand
Leadership depth and specialization had not kept pace with the expanding scope of IT Operations, leaving critical gaps in ownership, execution, and accountability across every workstream.Before recommending change, ConsultNet invested time in understanding what truly existed. Discovery spanned the full IT Operations environment. Rather than deploying a generic team, ConsultNet built a delivery model around the client's specific priorities.
But the work extended beyond tooling. ConsultNet introduced real-time IT Operations dashboards across the service desk and IT Asset Management, giving leadership visibility into performance, bottlenecks, and operational gaps that had previously required manual reporting.
The team redesigned onboarding and offboarding, formalized intake processes, implemented stronger governance around license management, and created operational consistency that shifted the organization from reactive to predictable.
Throughout the engagement, the guiding principle was pragmatic progress: work within current constraints while building toward a more durable operating model.
Jira Cloud Migration — Third Time's the Charm
After two failed go-lives, ConsultNet assumed ownership of the migration, rebuilt the execution plan, and stabilized delivery. The successful deployment created the conditions to shut down the legacy Jira Customer Service Center (CSC) environment, now on track for decommission in June 2026.- Avoided an estimated 10–12 week operational delay
- Enabled platform exit and GRC audit alignment
CSC Backlog Closed — Over 100,000 Tickets
A full analysis of the CSC environment produced a structured cleanup plan executed at scale. Closing more than 100,000 backlog tickets enabled platform exit, supported audit alignment, and restored operational control.Atlassian License Right-Sizing — $296,000 in Annual Savings
ConsultNet reviewed 1,600 licenses across five Atlassian tools and mapped usage against spend.- Eliminated 30% of unused licenses
- Delivered $296,000 in annual cost savings
- Aligned IT Ops, Procurement, and M&A on a shared view of software investment
Resource Optimization — $129,000 in Cost Savings
By repositioning trusted team members into key roles and filling remaining gaps based on actual need, ConsultNet improved coverage without increasing headcount. The approach developed two cross-functional contributors capable of supporting multiple workstreams, increasing flexibility while reducing overall cost.Intake Process — Built from Scratch
ConsultNet created a structured framework for how work is requested, evaluated, prioritized, and delivered. Leadership now operates with visibility and predictability rather than escalation-driven urgency.Onboarding & Offboarding — Rebuilt for Scale
Original workflows slowed hiring and introduced access provisioning risk. ConsultNet redesigned the process, implemented role-based access controls, modernized workflows, and introduced targeted automation. The result reduced security risk, improved compliance posture, accelerated the new hire experience, and streamlined coordination across IT, HR, ITAM, and IAM.Today, ConsultNet's footprint spans IT Operations, Security, Engineering, and Program Management. The relationship continues to expand because the impact continues to be measurable.
In a two-week period alone, three new SOWs were executed across separate business units. Today, ConsultNet's footprint spans IT Operations, Security, Engineering, and Program Management.
Ready for Disciplined Execution?
ConsultNet operates across talent, process, and technology with a single point of accountability. If your IT organization is ready for disciplined execution, we are ready to help.
