Device as a Service for 5,000+ Clinical and Corporate Devices Achieving 98.5% SLA With Activity-Aware Maintenance

Teceze delivered comprehensive Device as a Service management for a UK-based private healthcare and hospital group managing acute hospitals, outpatient centres, and diagnostic facilities across multiple sites. The engagement covers asset management, configuration management, device management, patch management, and hardware break/fix across a mixed Dell and Lenovo estate under a single unified service standard. Maintaining 98.5% SLA attainment over 36 consecutive months while protecting clinical availability through activity-aware maintenance demonstrates exceptional operational discipline in a healthcare environment.

About the Client

A private healthcare and hospital group operating acute hospitals, outpatient centres, and diagnostic facilities across the United Kingdom. Clinical environments place distinctive demands on end-user computing—devices sit in wards, theatres, consulting rooms, and diagnostic suites where availability directly affects patient care and patient data handling falls firmly within information governance and regulatory scope. Teceze was engaged directly as specialist delivery partner (no Systems Integrator intermediary) to deliver Device as a Service across 5,000+ clinical and corporate devices.

At a glance

Industry
Private Healthcare & Hospital Group — UK
Headquarters
United Kingdom
Products & services
Device as a Service (DaaS): asset, configuration, device, patch management; hardware break/fix — direct engagement for the organisation’s own internal estate
Challenge
Clinical availability requirement, patient data governance, estate scale, mixed hardware platforms

Success highlights

  • 98.5% SLA attainment across the full Device as a Service programme over 36 months
  • 5,000+ devices managed across a multi-site UK hospital and clinic estate
  • Zero patient-impacting device unavailability incidents
  • Zero compliance audit findings related to device configuration or patch status

The challenge

Corporate meeting

Managing Clinical Devices Without Compromising Care or Compliance

The constraint: Activity-aware maintenance, patient-data governance, 5,000+ device estate control, mixed OEM platforms, 24/7 zero-tolerance operations

Clinical environments place distinctive demands on end-user computing. Devices in wards, theatres, and diagnostic areas can’t simply be pulled offline for maintenance — patching and break/fix have to work around clinical activity and patient workflows. Because these devices handle patient information, they also fall within information governance scope, requiring demonstrable security configuration, patch currency, and compliance reporting at all times, not just at audit.

Managing 5,000+ devices across multiple hospital and clinic sites demands disciplined asset control to prevent drift between the register and operational reality, while two OEM platforms — Dell and Lenovo — required separate imaging, driver, and firmware management under one unified service standard. With healthcare operating 24/7 and zero tolerance for interruption, the organisation needed a DaaS partner capable of sustaining activity-aware maintenance, governance compliance, and cross-platform consistency across the full estate at once.

Our approach

Clinical Operations-Aware Device as a Service with Activity-Aware Maintenance Discipline

Teceze structured the engagement as a clinical operations-aware programme embedding healthcare workflow understanding into every maintenance decision. The core principle: IT operations must work around clinical operations, not the reverse. Patch deployment and device maintenance are scheduled around clinical activity rather than a fixed IT calendar, protecting ward, theatre, and diagnostic availability during exactly the hours patients and clinicians need it most. Standard configuration profiles enforce the security posture required for devices handling patient data, with compliance reporting supporting information governance obligations continuously rather than reconstructed for periodic audits. Separate golden images, driver sets, and firmware baselines are maintained per OEM platform, ensuring both the Dell and Lenovo fleets receive equivalent build quality and patch currency despite their different underlying hardware. Asset records update automatically at each lifecycle transition, keeping the 5,000+ device register accurate across multiple hospital sites without recurring manual audit to catch the drift a static register would otherwise accumulate.

From challenge to transformation, the solution included:

Clinically-Aware Maintenance Scheduling

Patch deployment and device maintenance scheduled around clinical activity rather than a fixed IT calendar, protecting ward, theatre, and diagnostic availability.

Information-Governance-Grade Configuration

Standard configuration profiles enforcing the security posture required for devices handling patient data, with compliance reporting supporting information governance obligations.

Multi-OEM Build Management

Separate golden images, driver sets, and firmware baselines maintained per OEM platform, ensuring equivalent build quality and patch currency across both fleets.

Lifecycle-Integrated Asset Accuracy

Asset records updating automatically at each lifecycle transition, keeping the 5,000+ device register accurate without recurring manual audit.

Governance and Reporting Cadence

Operational transparency and stakeholder alignment are critical to program success. A layered governance model keeps clinical availability and compliance visible:

Cadence Forum Focus
Daily Device Operations Review Open tickets, break/fix status, clinical availability impact
Weekly SLA & Patch Compliance Review SLA attainment by site, patch currency, asset register accuracy
Monthly Governance Call Information governance status, OEM platform performance, site-level trends
Quarterly Business Review Contract performance, estate lifecycle planning, compliance audit readiness
The Results

Proven results at scale

98.5%SLA Attainment
5,000+Devices Managed
0Patient-Impacting Incidents
98.5%SLA attainment across the full DaaS programme, sustained over 36 consecutive months
5,000+Devices managed across the multi-site UK hospital and clinic estate
0Patient-impacting device unavailability incidents, with clinical availability protected through activity-aware scheduling

What the client says

“Teceze integrated into our clinical operations in a way we haven’t seen from other IT partners. They understood that hospitals don’t have traditional maintenance windows clinical operations run 24/7, and IT has to work around that reality. We never had a situation where a device was down for maintenance when a clinician needed it. The compliance reporting was clean, audit-ready, and automated we didn’t have to chase device status or verify patch currency manually. Three years of continuous service without interruption to clinical operations is what world-class healthcare IT looks like.”

— Senior Executive

Delivery partnership

How Teceze Executes on This Engagement

This engagement was unique in direct engagement with the healthcare organisation with no Systems Integrator intermediary. This allowed direct clinical workflow integration, unified accountability with Teceze owning 100% of service outcome and clinical compliance, and rapid decision-making through direct engagement with hospital leadership.

Looking ahead

Post-Engagement Value and Ongoing Partnership

The successful delivery of 36 months of continuous Device as a Service across the UK healthcare estate at 98.5% SLA demonstrates Teceze’s capability to provide clinical operations-aware IT management at healthcare scale. The activity-aware maintenance discipline, clinical compliance protocols, and multi-OEM management framework established during this engagement create a reusable operational model for expanded healthcare IT responsibilities.

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