Business Objective-Driven Service Management
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Transcript of Business Objective-Driven Service Management
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Business Objective-Driven Service Management
Michel Perron
ICT13S #CAWorld
Vice President, Managed IT ServicesAllscripts Healthcare
ca Intellicenter
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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
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3 © 2014 CA. ALL RIGHTS RESERVED.
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
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November 11, 2014
The Allscripts Story
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5 © 2014 CA. ALL RIGHTS RESERVED.
Who We AreA leader in healthcare information technology solutions
What We DoConnect caregivers across the spectrum with information and insights, resulting in better outcomes
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6 © 2014 CA. ALL RIGHTS RESERVED.
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
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7 © 2014 CA. ALL RIGHTS RESERVED.
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
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8 © 2014 CA. ALL RIGHTS RESERVED.
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
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9 © 2014 CA. ALL RIGHTS RESERVED.
Client Benefits
Clinician Adoption and Transformation
Market Leverage and Strategy
Flexibility
Time
Saving
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10 © 2014 CA. ALL RIGHTS RESERVED.
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
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11 © 2014 CA. ALL RIGHTS RESERVED.
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
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12 © 2014 CA. ALL RIGHTS RESERVED.
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
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13 © 2014 CA. ALL RIGHTS RESERVED.
Make all systems connect to CA Service Desk Manager
Exchange and update each client respective systems through Mailbox/Mailbox Rules
Our Solution
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14 © 2014 CA. ALL RIGHTS RESERVED.
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
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15 © 2014 CA. ALL RIGHTS RESERVED.
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
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16 © 2014 CA. ALL RIGHTS RESERVED.
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
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17 © 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;
ensure it links to correct pageManagement Cloud
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18 © 2014 CA. ALL RIGHTS RESERVED.
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