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Application managed services

We offer 24x7x365 support that never stops, for healthcare organizations that never stop.

Our application managed services teams work in delivering world-class support, ensuring that your workflows are efficient, and your system’s code is kept up to date.

We give you a proactive and personalized support experience to help you achieve your goals through continuous advancement across the care continuum. Our scale and experience provide a unique advantage by allowing you to better leverage your IT investment. 

Cerner Application Management Service (AMS) provides world-class production support of Cerner Millennium® applications 24x7x365. AMS is comprised of over 2,900 associates across multiple countries, with diverse backgrounds and experiences. With AMS, clients are able to free up their own staff to focus on strategic roadmaps and enhance patient care. Each client has an assigned support service owner to ensure effective communication, issue resolution and change management.

AMS management of domains, packages, and all resolution activities allows clients to maintain a smaller IT staff. Each client has an assigned Engagement Leader and Integration Architect to ensure effective communications and issue resolutions. Clients who align their staff with AMS routinely experience increased turnaround times on tickets and more effective implementations.

Tiers of technical support

Tier 1 – Help desk MSD

  • 24x7x365 first-line support
  • Warm transfer end-users to Cerner Millennium solution specialist real-time
  • First contact resolution
  • HDI Certified

  • Tier 2 – AMS

  • Continuous support for operational management of Cerner solutions
  • Proactive monitoring

  • Upgrades to the latest code release for Millennium and Sorian solutions

  • Tier 3 – SolutionWorks

  • Detect, predict, and prevent issues before they occur
  • Resolution of complex issues through close alignment with IP

  • Tier 4 – Engineering IP

  • Deep software application experts
  • Correct application defects
  • Incident management: The identification, assessment of impact, reporting, tracking, escalation, notification, and resolution of issues that occur.

    Change management: Ensures high-quality, resource-leveraged, standardized methods and procedures for efficient handling of change requests.

    Domain management: Overseeing aspects of supported domain events to ensure regularly scheduled events are properly planned and driven to a high level of execution.

    Problem management: Leverages knowledge from experience of managing a large client base by incorporating an ITIL-aligned problem management framework to avoid repeat or preventable incidents.

    Event management: Monitoring 24x7x365 for potential issues before they impact your operations or care providers.

    Solution compliance: Driving adoption of proven change control methods, application standards, purges, latest code recommendations, and helping to ensure a consistent and responsive system.

    Offerings

    Consulting services

    Deliver value through a model experience where our clients learn from each other, clinicians are given more time to provide care, financial friction is reduced, the patient is at the center, and together, we’re focused on making communities healthier.

    Lights On Network

    Lights On Network® provides enterprise-level data analytics to maximize the value of your EHR across your entire organization. This means a better experience for your providers, better results for your organization, and the most efficient system to support it all.

    Network and security

    Meet the expectations of your clinicians and patients today, and in the future. Be more efficient, more effective and deliver a safer environment for your patients with a healthy network and a strong security posture.

    Technology managed services

    Today’s heterogeneous or best-of-breed environments within healthcare IT mean it’s often difficult for organizations to ensure standardization of end users’ methods of accessing various software platforms. Our decades of experience recommend a three-stage approach: discovery, transformation and adoption.