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McKesson AMS Division Interview of the Past, Present and Future for Employee EducationCrystal SchleicherMSM 620

Who is McKessonMcKesson Corp. is one of the largest providers of medicines, pharmaceutical supplies and health information technology (IT) products and services in the United StatesMcKesson Technology Solutions develops and installs health IT systems for hospitals, physician offices, imaging centers, home health care agencies and payors. These systems include pharmacy and nursing automation, practice management, electronic health record systems, clinical decision support systems and secure online health care communication.Reference: Rein, C. (2013, June 14). Personal interview2

McKesson Corp. is one of the largest providers of medicines, pharmaceutical supplies and health information technology (IT) products and services in the United States. The company was founded in 1833 by John McKesson and Charles Olcott in New York City, with a focus on importing and wholesaling pharmaceutical products. McKesson is now a San Francisco-based Fortune 500 company with more than 32,000 employees worldwide. The company is made up of a number of businesses that fall into one of two categories -- distribution and technology2Interview of McKesson DivisionApplication Managed Services (AMS)A team of 50+ FTE that specialize in the application support of the different IT Healthcare system offeringsThe team was started in 2001 as a product offering for hospitals struggling to hire IT support staff

Reference: Rein, C. (2013, June 14). Personal interview3

Interview with an Orginial ManagerCrystal ReinOne of the founding managers for this division Prior experience included 25 years managing other divisions in the companyOpportunity to develop new division was great last treat before retirement in 2011Reference: Rein, C. (2013, June 14). Personal interview4

History of AMSAMS Beginnings 10 FTE employees 13 Software offerings supported3 Hospital clients

Reference: Rein, C. (2013, June 14). Personal interview5

History of AMSStrengths in the Beginnings Everybody knew your nameWe didnt get lost in the big corporate world but did our jobs to keep the customer happy for onceVery customer centric environmentFew department policies and procedures to communicate

Reference: Rein, C. (2013, June 14). Personal interview6

History of AMSWeakness of the BeginningNo Standardization No On-boarding tasksNo incorporation to large organization

Reference: Rein, C. (2013, June 14). Personal interview7

This challenged me to develop a new employee educations (on-boarding) process what would be documented and also pushed for the realization we need a document repository Crystal Rein 7Present Standings in AMSTasks to get to the current state:Develop on-boarding check listDevelop welcome power point presentationDevelopment of SharePoint site to store this documentationReference: Rein, C. (2013, June 14). Personal interview8

Application Management Services *AMS* New Employee IntroductionPrepared byYour Leadership Team (John, Denise, Donald, Nicole and Petra)

AgendaAMS ConceptsWhere You Fit In Our CustomersOur WorkSummaryQ & A Reference: Rein, C. (2013, June 14). Personal interview10

10ConceptsAPPLICATION MANAGEMENT SERVICESReference: Rein, C. (2013, June 14). Personal interview11ConceptsAMS In a NutshellApplication Management ServicesReference: Rein, C. (2013, June 14). Personal interview12Application Management Services (AMS) was previously known as COE

A Service offering to assist the customer in Management of their McKesson Applications during day to day operations.

AMS assists the customer through Support, Maintenance, and Management of their McKesson Applications during day to day operations12ConceptsMission, Vision, and Goals MissionTo provide quality, cost-effective, innovative, scalable and flexible services related to the support and maintenance of McKesson applications

VisionTo be the preferred support vendor recognized as a customer-centric team focused on quality, proactive support and maintenance of McKesson applications

Goal To be recognized as a customer-centric business unit with a focus on the McKesson ICARE Shared principles: Integrity, Customer-First, Accountability, Respect and Excellence.

13Reference: Rein, C. (2013, June 14). Personal interviewThe Mission, vision and goal that we adhere to today. The Mission, Visions, Goal align with those established for all of Managed ServicesMcKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.13ConceptsValues

Integrity I do whats right. Customer-first I succeed when my customers succeed.Accountability I take personal responsibility and expect the same in return. Respect I treat people with dignity and consideration.Excellence I insist upon quality.

14Reference: Rein, C. (2013, June 14). Personal interviewAMS adheres closely to the McKesson ICARE Shared Values14Where You Fit In APPLICATION MANAGEMENT SERVICESReference: Rein, C. (2013, June 14). Personal interview15

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As of January 1, 2011Where You Fit In McKesson

Reference: Rein, C. (2013, June 14). Personal interview16

Where You Fit InManaged Services Offerings

17Reference: Rein, C. (2013, June 14). Personal interviewYou will notice on the Managed Services Pentagon (logo), Applications Managed Services (AMS) is one of Managed Services service offerings which focuses on delivering application support of McKesson applications. AMS and Accelerated Services share the Application Services marker which is highlighted with a golden halo! In delivering this support, the AMS team often coordinates and communicates with other areas with Managed Services. McKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.1718Nancy CunninghamVice President, ServicesWhere We Fit In Managed Services Support Bill KloesPresident, Managed ServicesTodd AlleyVice President, Development and Customer Support

Reference: Rein, C. (2013, June 14). Personal interview1819John FoxDirector Application Management Services

Where We Fit In AMS Leadership

Reference: Rein, C. (2013, June 14). Personal interview* HSM/PHS/MAC, Radiology, HAC, HMM

McKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.19Reference: Rein, C. (2013, June 14). Personal interview20Where You Fit In AMS Functional Groups

Our CustomersAPPLICATION MANAGEMENT SERVICESReference: Rein, C. (2013, June 14). Personal interview21

Reference: Rein, C. (2013, June 14). Personal interview22Our CustomersServices

22 INOVA LOUDOUNFAIRFIELD MEDICAL CENTERCHILDRENS LAST. JOSEPHSCATSKILL REGIONALGOOD SAMARITIANCOOKEVILLE REGIONALNASHVILLE GENERALBAPTIST PENSACOLACOMANCHE COUNTYWHIDBEY GENERALLAKESIDE HEALTHCARELIBERTY HEALTHCAREMEMORIAL LUFKINMERCY IOWAPROVIDENCE OREGON7 facilitiesRESURRECTION HEALTH9 facilitiesST. ANTHONYSTROVERITO with AMSAMSOur CustomersInstall Base23Reference: Rein, C. (2013, June 14). Personal interviewAMS Supports 26 sites with 40 facilities today.

Footprint in 17 States + Ontario Canada 10 facilities West Coast Time Zone 16 facilities Central Time Zone 14 Facilities Eastern Time Zone

Majority of our sites today are ITO sites (light blue) 12AMS only (yellow) 7 AMS/Hosting 1 (Southwest)ITO/Hosting/AMS (light green) 1 all services (Whidbey)Application Hosting Only (green) 5 Admin rights access support if the customer does not have access to a piece or part of the application, AMS is involved

McKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.23Our WorkAPPLICATION MANAGEMENT SERVICESReference: Rein, C. (2013, June 14). Personal interview24

Provide support, maintenance and management of McKesson Applications24 x 7 x 365 Productive Use SupportLevel 2 Support (Application Expertise)Ticket ownership through resolutionProactive Application Monitoring and Alerts Routine Application PatchingApplication Build modificationsReports creation/modifications

Reference: Rein, C. (2013, June 14). Personal interview25Our WorkOverview

Remotely supplement or fulfill the role of the hospital IT department level 2 application support analysts

Customers still have full maintenance and support contracts for their systems with the product Vendor

AMS Does not Replace tier 3 support (National Support)

Reference: Rein, C. (2013, June 14). Personal interview26Our WorkKey Points

Remotely supplement or fulfill the role of the hospital IT department level 2 application support analystsCustomers still have full maintenance and support contracts for their systems with the product Vendor (ex. The Horizon Clinicals organization for the clinical applications)AMS Does not Replace tier 3 support (often referred to Product Vendor Support or National Support)

26Tier 1 - Help Desk servicesFields incoming calls from end usersProvide low level troubleshooting - handles "low lying fruit" such as Installing printers, resetting passwords, zapping STAR jobs, ending a hung Citrix session

Tier 2 - Application expertsUsually provided by hospital employed IT staffTroubleshoot and correct issues with the application.Tier 3Product group (Vendor) supportMost in-depth knowledge and understand of how application works

Reference: Rein, C. (2013, June 14). Personal interview27Our WorkSupport Levels

Tier 1 - Help Desk servicesFields incoming calls from end usersProvide low level troubleshooting - handles "low lying fruit" such as Installing printers, resetting passwords, zapping STAR jobs, ending a hung Citrix sessionCreate tickets in CRM system for handing off to level 2 analystsCan be customer Help Desk maintained on-site or outsourced to McKesson's' Customer Service Center (CSC)Crucial link in the chain, "There is no level 2 (AMS) without level 1

Tier 2 - Application expertsUsually provided by hospital employed IT staffTroubleshoot and correct issues with the application.Frequently analysts that have to support a wide variety of applications (Jack of all trades, master of none)

Tier 3Product group (Vendor) supportMost in-depth knowledge and understand of how application worksProvide most in-depth troubleshootingWork with development if system defect identified to get product changes made

27Our WorkLife Cycle of a Ticket

28Reference: Rein, C. (2013, June 14). Personal interviewMcKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.28All work requires a Unicenter ticket or Change Order

Problem TicketsReactive break-fixThis was working but now its not

Change Orders (formerly Service Requests)Proactive application maintenance or build modifications

Reference: Rein, C. (2013, June 14). Personal interview29Our WorkProductivity

Our Work Problem Ticket Severities

30Reference: Rein, C. (2013, June 14). Personal interviewMcKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.30Criteria Critical urgency issuesImpact to whole departmentsPrevents users from performing job functions Adversely impacts the delivery of patient care

ExamplesMajor System Unavailable (System Down)

Warm Hand-off requiredBridge Line / Admin NotificationInitial response< 15 minutes (standard business hours)< 30 minutes (after business hours / weekends)Target Resolution< 4 hours (standard business hours)< 4 hours (after business hours / weekends)31Our Work Severity Level 1 SLAs

Reference: Rein, C. (2013, June 14). Personal interviewSLA = Service Level Agreement31CriteriaA medium urgency issue that affects multiple usersA high urgency issue impacting a single user

ExamplesSystem Performance IssuesMultiple Equipment or Software Malfunctions Affecting Patient CarePatient unavailable in clinical systems

Warm Hand-off requiredInitial response< 1 hour (standard business hours)< 2 hours (after business hours / weekends)Target Resolution< 8 hours (standard business hours)< 24 hours (after business hours / weekends)32Our Work Severity Level 2 SLAs

Reference: Rein, C. (2013, June 14). Personal interview CriteriaLow urgency issuesIssues for which an alternative solution or work around existsMay be inconvenient but do not result in a complete disruption of work

ExamplesDifficulty with Computer Produced ReportsSingle User Equipment or Software Malfunction

Tickets addressed during Business Hours onlyInitial response< 24 hours (standard business hours)Next business day (after business hours / weekends)Target Resolution< 5 days (standard business hours)< 5 days (after business hours / weekends)33Our Work Severity Level 3 SLAs

Reference: Rein, C. (2013, June 14). Personal interviewMcKesson6/30/2013 2:19 PMCopyright 2009 McKesson Corporation. All Rights Reserved. Proprietary and Confidential.33In Scope Table modificationMaintenance (ex. FDB updates, STI/ESD Moves)Max 40 hours of work; less than 1 month in duration

Out of Scope Enhancements requiring design workApplication customizations or code changesRequests requiring Product DevelopmentReference: Rein, C. (2013, June 14). Personal interview34Our Work Service Requests

Acknowledged within 8 business hoursThe start date and end date (Due Date) to be agreed uponChange control process by customer

Reference: Rein, C. (2013, June 14). Personal interview35Our Work Service Request SLAs

SummaryAPPLICATION MANAGEMENT SERVICESReference: Rein, C. (2013, June 14). Personal interview36

SummaryAMS ConceptsAssist the customer in Support and Maintenance of McKesson ApplicationsCustomer CentricICARE Principles

Reference: Rein, C. (2013, June 14). Personal interview37

37SummaryWhere You Fit In Support Organization within Managed ServicesMcKesson Provider Technologies (MPT) McKesson Technology Solutions

Reference: Rein, C. (2013, June 14). Personal interview38

38SummaryOur WorkRemotely function as level 2 application support analystsDo not Replace tier 3 support (National Support)Support Applications in Production (Live)All work requires a ticketPrimary tool is CA Service Desk Manager Reference: Rein, C. (2013, June 14). Personal interview39

39Questions??

40Reference: Rein, C. (2013, June 14). Personal interviewAMS FutureContinue to work on SharePoint Develop a checklist of educational areas classes can be maintainedDevelopment of mentoring programs/on-boarding buddiesReference: Rein, C. (2013, June 14). Personal interview41

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