Service management for healthcare providers


Published on

Review Service Management for Healthcare Providers guide on how they can develop new competencies

Published in: Business, Technology
1 Like
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Service management for healthcare providers

  1. 1. Service Management for a Smarter PlanetService Management for Healthcare ProvidersVisibility, control, and automation for a Smarter Planet © 2012 IBM Corporation
  2. 2. Service Management for a Smarter PlanetAgenda  Addressing healthcare industry imperatives through: – Visibility Control Automation™  Current challenges for decision makers in the healthcare industry  Potential benefits from addressing these challenges  Examples of customers who are seeing real benefits today  Recommended next steps2 © 2012 IBM Corporation
  3. 3. Service Management for a Smarter PlanetRealities of an integrated world ─three interwoven issues Across many industries there is a need to implement bold strategies that provide visibility of how systems are operating, control of IT and fixed asset management and automation of both physical and cloud infrastructures ─ in order to meet the demands of clients worldwide.   Business environments in All industries remain Strengthening the every industry need to focused on controlling supporting infrastructures adapt and thrive in the cost while increasing the to enable industry face of change utilization of everything strategies is required3 © 2012 IBM Corporation
  4. 4. Service Management for a Smarter PlanetMarket forces driving the transformation of the healthcareindustryEscalating incidence and Healthcare reformscost of chronic diseaseChanging demographics Rising healthcare costsand lifestylesGlobalization of health Advances in technologiescare and treatmentsIncreased consumerism Electronic medical records4 © 2012 IBM Corporation
  5. 5. Service Management for a Smarter PlanetHealthcare leaders are focusing on three imperatives in orderto succeed:Build sustainable Collaborate to improve Increase access tohealthcare systems care and outcomes healthcare5 © 2012 IBM Corporation
  6. 6. Service Management for a Smarter PlanetMeeting the service management needs of healthcare providersworldwide Visibility Control Automation Real time access to Efficient management of Streamline healthcare business analytics cost and optimization of processes and automate tailored to meet the needs healthcare processes and healthcare infrastructures. of your healthcare assets. organization. IBM solutions can help you gather, synthesize, and improve information to help improve the way your healthcare organization operates ─ turning mountains of data into deep insights for real time decision making.6 © 2012 IBM Corporation
  7. 7. Service Management for a Smarter Planet Visibility Control Automation™ project areas for healthcare providers Build Sustainable Collaborate to Improve Increase Access to Healthcare Systems Care and Outcomes Healthcare Asset and Cloud and IT Enterprise Facilities Optimization Mobility Management Management7 © 2012 IBM Corporation
  8. 8. Service Management for a Smarter PlanetPotential project areas for healthcare providers  Asset and Facilities Management – Asset Management – Real Time Asset Location – Smarter Buildings  Cloud and IT Optimization  Enterprise Mobility Management Return to project areas8 © 2012 IBM Corporation
  9. 9. Service Management for a Smarter PlanetHealthcare providers require better asset management  Proliferation of medical technology  Smarter and connected hospitals  Global focus on connected healthcare assets  Managing multiple healthcare asset types  Shift from compliance tools to asset management9 © 2012 IBM Corporation
  10. 10. Service Management for a Smarter PlanetBenefits of healthcare asset management • Integrated and complete Solution • Manage assets across the organization • Streamline compliance • Optimize technology assets • Manage facilities across functions and locations10 © 2012 IBM Corporation
  11. 11. Service Management for a Smarter Planet How IBM solutions help you in better healthcare asset management  Addresses business challenges  Consolidation of point solutions  Asset and service management support  Enhanced Workflow  Integrates with multiple functional systems  Joint Commission (JC) and FDA  ITIL - based  KPI, Reporting and Analysis Tools  SOA technology framework compliant © 2012 IBM Corporation
  12. 12. Service Management for a Smarter PlanetCustomer examples for healthcare asset management SMART IS SMART IS Keeping all medical equipment in Gaining gains enterprise-wide healthy condition. asset and service transparency BUKH, Germany: Saint Barnabas Healthcare System, Holistic view of all technical, USA: medical and facility assets; Manage wide variety of assets more information from numerous effectively; leverage the most up-to- sources about the hospital’s date data for task prioritization; better buildings, plant and medical comply with regulations set by equipment merged electronically; governing bodies; expedites service- Interconnects multiple hospital request processes; minimizes departments to make information response times for customer inquiries; available to everyone who need it. enables users to tailor their own view of the solution12 © 2012 IBM Corporation
  13. 13. Service Management for a Smarter PlanetNeed for healthcare providers to track their assets in real-time Asset utilization issues in hospitals are impacting efficiency and costs:  Excess Expense & Capital Expenditure  Asset damage and loss  Operational Efficiency  Asset Utilization13 © 2012 IBM Corporation
  14. 14. Service Management for a Smarter PlanetBenefits of Real Time Healthcare Asset Location • Minimize downtime • Proactive monitoring • Improve employee productivity. • Reduce capital expenditure • Improve patient and worker safety • Improve audit and ensure compliance • Support broad set of rules and notifications14 © 2012 IBM Corporation
  15. 15. Service Management for a Smarter PlanetHow IBM solutions help in real-time healthcare asset location Sensor-tagged Real-Time Asset Locator assets send location processes sensor data & Enabling new business use information integrates events with cases and workflows Maximo Asset Management Sensor Infrastructure Maximo Asset Management IBM Real-Time Asset Locator Raw sensor Events data Filtering and correlation of  Automatic location and raw data Recognition of actionable events condition updates and conditions  Event-driven workflows and escalations  Real-time visualization Asset, ! of asset location and personnel, and status patient tags  New reports and metrics providing insight into inventory, utilization, and exceptions15 © 2012 IBM Corporation
  16. 16. Service Management for a Smarter Planet Customer examples for real-time healthcare asset location SMART IS SMART IS Improving patient care and reducing Improving operational efficiency and costs patient satisfaction Saint Michael’s Medical Center, Hospital Information Systems USA: provider, China: Automatically generates alerts when Improved its operational efficiency mobile equipment is not in the through mobile assets to determine a appropriate place; maximizes patient’s real-time location; improved utilization of equipment and patient satisfaction regarding eliminates losses through responsiveness and wait time and misplacement; Increases staff increased staff and patient safety productivity, morale and compliance with regulatory requirements16 © 2012 IBM Corporation
  17. 17. Service Management for a Smarter PlanetNeed for efficiency in hospital buildings  By 2025, buildings will be the #1 consumer of energy.  Up to 50% of energy and water in buildings are often wasted.  Data center energy use doubling every 5 years.  Real estate is the 2nd largest expense on the income statement.  Multiple Building Management Systems often in use.  No real-time energy and operational optimization, only reaction after the fact17 © 2012 IBM Corporation
  18. 18. Service Management for a Smarter PlanetBenefits of improving hospital efficiency through smarterbuildings • Reduced energy usage by up to 40% and maintenance cost by 10-30% • . • Higher building usage and re-up rates in smarter buildings • Employee productivity increased up to 18% on average • 65% of occupants willing to help make their workplace more environmentally responsible © 2012 IBM Corporation
  19. 19. Service Management for a Smarter PlanetIBM solutions for smarter buildings enable energy, operations andspace efficiencyCapital Project Real EstateManagement Management  Condition assessment  Strategic portfolio planning  Capital planning & budgeting  Budgeting and forecasting real estate  Construction estimating & project expense management  Lease and contract administration Facilities Environmental and Energy Maintenance Management  Space utilization  Real-time energy & operating analytics  Capacity planning  Event filtering & correlation  Move, add, change  Utility consumption tracking  Reservations  Carbon measurement  CAD integration  Environmental investment analysis  BMS integration Service Management Facilities Management  Facilities service desk  Asset management  Service level agreements  Work management  Contracted services  Inventory management  Customer billing  Supply chain  Key management  Condition monitoring  BMS integration © 2012 IBM Corporation
  20. 20. Service Management for a Smarter PlanetCustomer examples for smarter buildings SMART IS SMART IS Visibility into all vital hospital Integration of energy and asset building statistics management to lower operating cost. BUKH, Germany: IBM Rochester, MN: Holistic view of all technical, Incremental energy savings of medical and facility assets; approximately 5% yearly through information from numerous various improvements and sources about the hospital’s programs; after the installation of buildings, plant and medical IBM Intelligent Building equipment merged electronically; Management, the team achieved Interconnects multiple hospital an incremental 8% savings. departments to make information available to everyone who need it.20 © 2012 IBM Corporation
  21. 21. Service Management for a Smarter PlanetPotential project areas for healthcare providers  Asset and Facilities Management  Cloud and IT Optimization – SmartCloud Foundation – Application Performance Management – Storage Management  Enterprise Mobility Management Return to project areas21 © 2012 IBM Corporation
  22. 22. Service Management for a Smarter PlanetHealthcare challenges addressed by cloud computing • Dynamic scaling up of patient and clinical services without substantial increase in IT investment • Dynamic lowering of IT costs and help with storage management of everything from patient records to emails • Scalable compute and development environments for compute- intensive research in academic medical institutions • Secure and easy access to patient data and key resources from shared workstations and mobile devices throughout the hospital • Increased regulatory attention on security due to HIPAA and HITECH22 © 2012 IBM Corporation
  23. 23. Service Management for a Smarter PlanetBenefits of cloud computing to healthcare organizationsBuild enduring customer Deliver IT withoutrelationships boundariesGain customer insight and use to Unlock the value of new IT andmarket and improve products and processes that break down silos,services, fostering trust and loyalty simplify access to information andamong customers. connect people and functions across your ecosystem.Improved speed and Transform the economics ofdexterity ITOptimize and accelerate the Speed delivery of new offers anddelivery of IT computing services to capture new businessresources and services to value while improving availabilitymanage between peak and off- and reducing IT expense andpeak utilization complexity. © 2012 IBM Corporation
  24. 24. Service Management for a Smarter PlanetIBM solutions deliver value through SmartCloud Foundationsolutions  Helping clients deploy cloud platforms into existing infrastructures ─ A comprehensive set of offerings for Platform as a Service Technologies enabling Cloud deployment now ─ Support for heterogeneous server, networking, storage, and middleware environments Lifecycle Resources Environments Management Integration ─ Built on open standards for Cloud reference model Infrastructure as a Service Technologies ─ Several ways to get started  IBM SmartCloud Entry  IBM SmartCloud Provisioning  IBM SmartCloud Monitoring Infrastructure Management Performance Security Usage © 2012 IBM Corporation
  25. 25. Service Management for a Smarter PlanetCustomer examples for cloud computing in healthcare SMART IS SMART IS Staying ahead of today’s and Making effective use of hospital tomorrow’s threats resources Christian Hospital Centre, US: Shin Kong Wu Ho-Su Memorial Pro-active security for a Hospital, China: heterogeneous multi-site IT Increased revenue 5 percent each infrastructure on three levels: month over prior year; increased bed network, endpoints and servers; utilization rate from 70 percent to 92 Frees up the equivalent of a full- percent; Eliminated the need for time IT person, due to 50% duplicate examinations when reduction in helpdesk calls patients were transferred from one department to another25 © 2012 IBM Corporation
  26. 26. Service Management for a Smarter PlanetApplication performance management is critical for healthcareproviders• Discovery and Modeling• End User Monitoring• Transaction Tracking• Diagnostics• Analytics26 © 2012 IBM Corporation
  27. 27. Service Management for a Smarter PlanetBenefits of IBM application performance management  Improve customer satisfaction by up to 70%  Grow & protect revenue with visibility to service quality and key performance indicators  Lower IT Operations costs  Reduce capital and server maintenance costs  Reduce energy costs between 30 & 50%27 © 2012 IBM Corporation
  28. 28. Service Management for a Smarter PlanetHow IBM solutions help in application performancemanagement• Integrated solution • Includes 5 critical dimensions of APM • Provides full-visibility of dynamic environments• Focus On Business Objectives • Deliver application value to the business • Meet SLAs • Lower application costs while optimizing performance• Orient on key Environments • Portal-based, e-commerce applications • Custom JEE-based applications • SAP, BPM, SOA Packaged Applications28 © 2012 IBM Corporation
  29. 29. Service Management for a Smarter PlanetCustomer examples for healthcare application performancemanagement SMART IS SMART IS Creating the opportunity for Attaining efficiency, reliability next generation healthcare and accuracy UPMC, USA: State-of-the-art hospital in the IT cost savings of over $160 Middle East: million over 5 years; shortened 100 percent uptime and backup times by 20 percent and availability of systems, with less recovery times by 50 percent than one minute of system downtime per year29 © 2012 IBM Corporation
  30. 30. Service Management for a Smarter PlanetHealthcare provider require a robust storage managementsolution • Need for real time, integrated actionable data • Drive customer service and awareness: • Coordinate clinical, supply chain and financial data • Point of care collaboration • Reduce call center costs • Increase bill collection30 © 2012 IBM Corporation
  31. 31. Service Management for a Smarter PlanetBenefits of healthcare provider storage management IBM Storage Management software can help you manage, protect and preserve your data Manage – Improve performance and reduce costs Protect – Sensitive data and compliance Preserve – Store and retrieve data © 2012 IBM Corporation
  32. 32. Service Management for a Smarter PlanetHow IBM solutions help in healthcare storage management Administration Exec – How do we maintain higher patient satisfaction levels IT Executive – How can I maximize the IT assets already CEO – in place? How do we plan now for future success? Manage patient records/transactions, reduce Protect critical patient, employee associated IT costs; maintain compliance with records retention policies and standards and organizational data Employees Branch Offices Data Center Increase Place data FastBack FastBack TSM B/A FlashCopy Clients Clients Clients Manager utilization, on the most Applications Applications IBM System visibility, cost- File Servers VMware Servers File Servers VMware Servers Storage control and effective FastBack for automation storage tier Workstations WAN Long-term Avoid and FastBack Server FastBack Server Tiers of Storage retention & eliminate TSM Server expiration redundant based on backup data Tivoli Storage Manager Admin Center • Reporting • Monitoring and Integrated Solutions Console policies • Configuration Create efficient data reduction policies to Support data management strategies reduce costs & risks and increase service across the organization levels © 2012 IBM Corporation
  33. 33. Service Management for a Smarter PlanetCustomer examples for healthcare provider storagemanagement SMART IS SMART IS SMART IS Eliminate hours of time in Gain uninterrupted data recovers critical data in less managing the storage access than an hour environment OhioHealth, US: VCU Medical Center, US: Austin Diagnostic Clinic, US: Eliminated hours and hours of Reduced data recovery Reduced backup window for time for managing an time; migration process electronic medical records from environment; enabled staff to shortened with greater two hours to five minutes; able offload some of the restores to success probability; reduced to restore many services in its data center team; enabled the storage footprint and under an hour; reduced time staff to use the additional time energy cost; reduced and cost of server consolidation to focus on other aspects of storage spending initiative; achieved up to 75% the organization reduction in testing times..33 © 2012 IBM Corporation
  34. 34. Service Management for a Smarter PlanetPotential project areas for healthcare providers  Asset and Facilities Management  Cloud and IT Optimization  Enterprise Mobility Management – Endpoint Management Return to project areas34 © 2012 IBM Corporation
  35. 35. Service Management for a Smarter PlanetHealthcare providers require an efficient endpointmanagement solution• Complex heterogeneous and legacy healthcare environments• Mission-critical and life-saving endpoints• Ensuring security and continuous regulatory compliance• Access to medical information through their endpoints• Low bandwidth and high latency of distributed networks35 © 2012 IBM Corporation
  36. 36. Service Management for a Smarter PlanetBenefits of healthcare provider endpoint management • Cost and efficiency • Compliance requirements • High visibility • Continuous availability. • Responsiveness. • Heterogeneous infrastructures. © 2012 IBM Corporation
  37. 37. Service Management for a Smarter PlanetHow IBM solutions help manage healthcare provider endpoints • Centralized and automated capabilities • Manage up to 250,000 healthcare endpoints from one location with a single management server, • Intelligent agent-based approach • Asynchronous transmission of status messages © 2012 IBM Corporation
  38. 38. Service Management for a Smarter PlanetCustomer examples for healthcare provider endpointmanagement SMART IS SMART IS SMART IS Meeting HIPAA requirements for Complete visibility and control Staying ahead of today´s and security, integrity and reliability of endpoints tomorrow´s threats Concord Hospital, US: St Vincents & Mater Concord Hospital, Belgium: No malware infections since Health Sydney: Enables pro-active security solution implementation; Visibility and control over for a heterogeneous multi-site increased patch compliance from 100 percent of endpoints; IT infrastructure on three 60 to 93 percent; accelerated significantly mitigated risk levels: network, endpoints system maintenance—from exposure; freed up IT staff and servers; frees up the weeks to hours; 25 percent to execute additional equivalent of a full-time IT savings in software licensing strategic projects; realized person, due to 50% reduction costs. by implementing Tivoli cost savings through PC in helpdesk calls.. Endpoint manager solution. power management and the elimination of software licenses38 © 2012 IBM Corporation
  39. 39. Service Management for a Smarter PlanetNext steps in achieving Visibility Control Automation™ Asset Management - Implement Maximo/Real Time Asset Locator in test system SmartCloud Foundation - Implement internal cloud development / test environment Application Performance Management - Implement Tivoli Monitoring/ITCAM in test system Storage Management - Review data protection & storage management compliance Enterprise Endpoint Management - Proof of Concept: Tivoli Endpoint Manager39 © 2012 IBM Corporation
  40. 40. Service Management for a Smarter PlanetWhich project area best supports your business objectives? For business objectives… Suggested starting points… 1 Asset and Facilities Management   Asset Management Real Time Asset Locator for Healthcare  Smarter Buildings 2 Cloud and IT Optimization   SmartCloud Foundation Application Performance Management  Storage Management 3 Enterprise Mobility Management  Endpoint Management40 © 2012 IBM Corporation
  41. 41. Service Management for a Smarter Planet Why IBM ? ─ IBM Business Partner Ecosystem ─ IBM Innovation IBM Software delivers solid platform for optimization IBM Systems hardware leadership ─ IBM Research Deep Research Capabilities Business Analytics Research ─ IBM’s own global transformational experiences Let’s work together to drive real change in your healthcare business. © 2012 IBM Corporation
  42. 42. Service Management for a Smarter Planet Thank you! © 2012 IBM Corporation
  43. 43. Service Management for a Smarter PlanetTrademarks and notesIBM Corporation 2012 IBM, the IBM logo and are registered trademarks, and other company, product or service names may be trademarks or service marks of International Business Machines Corporation in the United States, other countries, or both. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at Adobe, the Adobe logo, PostScript, the PostScript logo, Cell Broadband Engine, Intel, the Intel logo, Intel Inside, the Intel Inside logo, Intel Centrino, the Intel Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, IT Infrastructure Library, ITIL, Java and all Java-based trademarks, Linux, Microsoft, Windows, Windows NT, the Windows logo, and UNIX are trademarks or service marks of others as described under “Special attributions” at: Other company, product and service names may be trademarks or service marks of others. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.43 © 2012 IBM Corporation