Business Objective-Driven Service Management

Business Objective-Driven Service Management

Michel Perron

ICT13S #CAWorld

Vice President, Managed IT ServicesAllscripts Healthcare

ca Intellicenter

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

Investments in service management should support business objectives while lowering IT costs and driving customer satisfaction. In this session explore the challenges of this statement and learn how Allscripts’ leverages a single service desk as a "master" over other service desks like ServiceNow, BMC RemedyForce, etc. for 30 large healthcare organizations.

Michel Perron

Allscripts, Managed Services

Vice President Managed IT Services


Agenda

OVERVIEW OF ALLSCRIPTS

OVERVIEW OF ALLSCRIPTS - MANAGED IT SERVICES

OUR APPROACH

DELIVERING OUR SERVICE OFFERINGS

OUR CHALLENGES

OUR SOLUTION

1

2

3

4

5

6

November 11, 2014

The Allscripts Story


Who We AreA leader in healthcare information technology solutions

What We DoConnect caregivers across the spectrum with information and insights, resulting in better outcomes


Our Connected Community

2,500 Hospitals

45,000 Physician practices

40,000 In-home clinicians

180,000PHYSICAN USERS

PRESCRIBING PHYSICIANS

100,000

13,000POST ACUTE

FACILITIES

8.4MREFERRALS

MANAGED EACH YEAR

2,000,000PATIENTS IN OUR PORTAL

1,100NEW CLIENTS


Allscripts Managed IT Services

Strategic focus of Allscripts - over 17 percent of Allscripts workforce and revenue

Over 1,200 FTEs across 30 organizations supporting:• Over 10,000 beds and 2,500 providers • Over 70,000 end users• Global Delivery Team with over 255 FTEs

• 25 in North America• 230 in India (Pune and Baroda offices)

• Vendor agnostic Application Support - over 600 supported applications


Portfolio of ServicesFull IT Service Management

•Contracted management and operations of the entire IT department, project management or to round out staffing gaps. This includes management of the IT department and covers these functional areas: Infrastructure Services, Help Desk, Application Support, Network Monitoring, Desktop Services, Project Management, Hosting and Disaster Recovery

Application Management / Staff Augmentation

•Our team will support all Allscripts and other applications; over 600 applications currently supported

Clinical Service Desk•Clinical Service Desk (Level 1+) for clinicians requiring immediate support. Also available is Level 1, Level 2 Service Desk for all Allscripts applications and incident, request, problem management and ticketing for all calls.

Desktop Services•Provides on site or remote desktop services to support hardware and software systems

Infrastructure Services •Our team provides support for client network and communications, storage, server and data center management on-premises

Network Monitoring •24x7x365 monitoring, including automated ticket creation and proactive performance notifications

Records Management •Includes document conversion, data abstraction, archiving

Project Management Office •Provides remote or onsite IT project leadership


Client Benefits

Clinician Adoption and Transformation

Market Leverage and Strategy

Flexibility

Time

Saving


Delivering OurIT Service Management (ITMS)Offerings

Single hosted solution in Kansas City D/C

Multi-tenancy environment (30 Tenants)

2149 CA Service Desk Manager analysts

Including standardized tenant specific:

• 224 message templates• 169 events notifications• 1079 stored queries for scoreboards• 8031 incidents/requests/problems consistent across all

tenants


To Achieve an optimal Service Delivery Modelthrough the use of one single tool

Adherence to Common Standards

and Practices

Raising the Profile of

Our Global Services

Delivering Cost

Effective Services

Our Delivery Goals


In staff augmentation engagements, certain clients opted to retain their ticketing system

Our concerns were:

• Losing control of intake systems

• Operational inefficiencies

• Potential loss of incidents or requeststo our Global Operations

Service Offerin

g

Full ITO

Full ITO Full

ITOFull ITO

Full ITO

Full ITO

Full ITO

Full ITO

Full ITO

Full ITO

Apps Mgmt

Apps MgmtApps

MgmtStaff

AugStaff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Staff Aug

Our Challenges


Make all systems connect to CA Service Desk Manager

Exchange and update each client respective systems through Mailbox/Mailbox Rules

Our Solution


Where possible – offer CA Service Desk Manager to client as part of service engagement

Where client wants to retain their system –implement Mailbox Rules

• Currently 21 different Mailboxes

• With 86 different Mailbox Rules – accepting and submitting information from various systems

Our Approach


Stronger relationships between client activities and our deliverables

Greater efficiencies for our Global Managed Services teams

One single database for incident/problems/requests/changes

Our Benefits


0

50000

100000

150000

200000

250000

300000

350000

1 2 3 4 5

Incidents / Requests

Roughly 400 percent annual growth rate over 5 years

Series1 Series2 Series3

The Outcomes


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.

Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners

and Customers.

Terms of this Presentation

Technology

Business Objective-Driven Service Management