Company Overview

Maccabi Health Services, established in 1941, is now one of the largest healthcare providers in Israel, serving almost three million patients across the country. A pioneer in shaping the future of medicine, its services range from primary care to highly specialized treatments, including women's health, child development, ambulatory surgery, mental health, cardiology, and radiology. Maccabi subsidiaries also provide dental care, pharmaceutical services, complementary medicine, and more.

“Maccabi is way more than a typical healthcare organization—we’re a diversified enterprise,” says Kobi Katz, CIO of Maccabi. “What sets us apart is our ability to seamlessly integrate all of these offerings through advanced technology, creating a cohesive healthcare ecosystem.”

The Challenge

Today’s patients expect a more personalized, accessible, and efficient healthcare experience. The rise of telemedicine has changed how patients define a doctor’s visit, and the healthcare industry is just beginning to see the promise of AI-powered diagnostics. Providers like Maccabi are rising to the challenge by pushing the technology envelope, ready to adopt the next big thing.

“We are constantly innovating,” says Katz. “We want to lead the field in innovation while at the same time ensuring that our patients receive the best care available.”

Part of ensuring the best patient care is creating a seamless experience for the physicians. Until recently, the Maccabi IT team received complaints from their doctors that managing technology was taking time that could be better spent with patients.

“For a doctor, every minute is important,” says Avi Husyt, Head of Infrastructure and Cloud at Maccabi. “Even a 10-minute disruption caused by IT services not being available is a big issue, so we need the technology system to be the last of their worries.”

The Maccabi technology system combines on-premises, private cloud, and multi-tenant solutions with various applications that need to be integrated and monitored. Without a unified approach, this complexity led to Maccabi experiencing up to 50 critical system disruptions a month and frequent downtime.

 Maccabi recognized it needed to bolster its infrastructure to keep up with increasing demands, which required a solution that could scale, enhance reliability, and prevent patient care- and business-impacting interruptions. It turned to BMC Helix to deliver it.

The Solution

Maccabi selected artificial intelligence for IT operations (AIOps) solutions from BMC to build the infrastructure necessary to deliver better, faster, and more personalized patient care.

“We currently use BMC Helix Discovery and BMC Helix Operations Management (BHOM) with AIOps. These tools are essential for automating workflows, monitoring system performance in real-time, and maintaining a stable IT environment,” says Husyt.

By delivering real-time visibility and flexibility, AIOps allows Maccabi to monitor its systems, proactively anticipate issues before they affect operations, automate processes to free up valuable staff for innovation, and improve collaboration and communication across the organization, from IT to doctors and patients.

“One of our key strategies is data-driven care,” says Katz. “BMC enables Maccabi to manage all of this efficiently by ensuring that our services are always running smoothly.” 

As part of their design partnership with BMC, Maccabi also implemented a custom-built dashboard powered by BMC Helix Discovery and BMC Helix Operations Management with AIOps. The dashboard is proudly displayed on screens at their corporate headquarters and provides comprehensive visibility into system health.

“This tool provides us a single-pane-of-glass view and enables us to make decisions based on data, which enhances the reliability and efficiency of our operations across the organization,” Husyt adds.

The Results

Within only three months of implementing BMC Helix Discovery and BMC Helix Operations Management with AIOps, Maccabi began to see value, starting with dramatically improved operational efficiency. With BMC, Maccabi reduced system disruptions from 50 to zero per month.

“We can focus on delivery rather than constantly troubleshooting,” says Katz. “This has been essential in maintaining the high level of care our patients expect.”

BMC Helix AIOps has also enabled Maccabi to diagnose and resolve issues quickly. Prior to implementing the solution, the IT team would spend 100 hours a month evaluating major issues with the system, and many times, they would be made aware of the issues by the end users.

“Now, we preemptively know about 90 percent of the issues, and we can address minor anomalies before they escalate to major problems,” says Husyt. “We are able to find the root cause very fast and resolve issues quickly.”

Another benefit is that physicians now have more time to focus on patient care. Not only are doctors able to get to the patient faster, but the BMC platform stability ensures that services like the AI-driven summarization of patient-physician meetings are available, which speeds aftercare communications.

“The improvements we’ve made allow physicians to focus more on patient care while increasing overall efficiency,” says Katz. “My responsibility is to ensure these innovations are deeply integrated into Maccabi’s operations because they are essential elements of our healthcare delivery.”

Maccabi has been able to speed deployment and time to value with BMC Helix AIOps, too. The cloud-based Discovery and BHOM solutions give Maccabi the flexibility to integrate advanced technologies like other cloud applications, telemedicine solutions, and data analytics without disrupting existing operations.

“By supporting our IT infrastructure, BMC Helix has enabled us to push forward new innovation while maintaining a stable, reliable system,” says Husyt. “They are a key partner in helping us stay ahead in a competitive healthcare landscape.”