Operational Landscape
Divurgent’s partner operates a mission-critical healthcare environment reliant on Oracle Health (Cerner) for clinical care and Infor platforms for workforce, financial, and supply chain operations. System reliability and performance are essential to safe patient care and day-to-day hospital operations. The organization sought to streamline application support, reduce operational friction, and better integrate vendor services with internal teams. They required a partner capable of delivering consistent coverage, structured governance, and measurable improvements without disrupting ongoing operations.
Our Solution
Divurgent began providing Tier 1 after-hours service desk coverage in 2022. In early 2025, the engagement expanded into a comprehensive Application Managed Services (AMS) model designed to integrate seamlessly with the client’s internal teams and governance structures.
Divurgent delivers end-to-end AMS support across the health system’s Oracle Health (Cerner) environment, covering core clinical workflows, ancillary and diagnostic services, revenue cycle functions, reporting, and technical foundations. Support also extends to key business applications, including Infor HCM, Infor FSM, and Symplr Time & Attendance.
Using ITIL-aligned processes, Divurgent manages incident and request intake, troubleshooting, configuration, testing, and optimization while integrating directly with the client’s ticketing systems. Regular operational touchpoints ensure alignment on priorities, SLA performance, and upcoming initiatives, with flexibility to scale services as operational needs evolve.
The Result
Divurgent helped the organization stabilize and streamline application support, reduce long-standing ticket backlogs, and improve confidence in daily system operations. The AMS model provides reliable coverage, clearer prioritization, and a scalable foundation to support ongoing healthcare delivery objectives.
