Reducing IT Incidents by 95% Through Process Optimization

The challenge

A revenue cycle management solution provider was struggling with recurring system outages, mounting security risks, and an overwhelmed infrastructure team. Customers experienced frequent portal outages due to failures in critical platforms, while unplanned compliance work, security issues, and incidents created constant disruption.

A closer assessment revealed that the infrastructure team was attempting to manage more than 80 active projects with a staff of just 50 and no formal planning process in place. Limited accountability, minimal preventative maintenance, and an absence of structured capacity management compounded the problem, leading to instability across the technology estate.

The operational stabilization approach

Adonis Partners’ expert consultants introduced a structured operating model focused on visibility, prioritization, and accountability. Quarterly demand planning was implemented to balance planned and unplanned work, and resources were realigned accordingly. SCRUM practices such as story writing and backlog grooming were introduced to improve execution discipline.

Developers and infrastructure engineers were brought together to strengthen root cause analysis and foster shared accountability across teams. Clear work classification and capacity management practices were established, aligning business priorities, mandatory compliance work, and available technical resources.

The impact

The company-wide overhaul delivered measurable and sustained improvements. Process and capacity visibility increased to 80 percent, with a say–do ratio of 95 percent across four planning cycles. Unplanned disruptions declined, infrastructure patching reached 100 percent compliance with policy across six consecutive quarters, and the technology estate became actively managed rather than reactive.

The organization transitioned from an unlimited-capacity model with more than 90 concurrent projects to a fixed-capacity model with quarterly prioritization driven by the business. Most notably, database-related incidents dropped by more than 95 percent, marking a significant improvement in reliability and performance. As a result, operations were stabilized and the team was positioned to support continued growth.