As an IT professional, prioritizing demand while delivering exemplary customer service is always the expectation. However, completing project work, fulfilling customer requests and mitigating service interruptions while making sure that leadership is informed and nothing slips through the cracks can be daunting. In this session, attendees will learn about Select Medical's journey to implement an automated, integrated toolchain for Service Delivery, Application Lifecycle Management (ALM), and DevOps using Tasktop at the core. Jeff Zahorchak Manager, Enterprise Applications - Select Medical Jeff Zahorchak is a seasoned IT professional with over 14 years of industry experience. He has worked in various roles within enterprise architecture, application design and development, DevOps, infrastructure, virtualization and application performance tuning. Jeff is currently leading a cross-functional group of specialized technologists to enable organizational change. His teams support enterprise collaboration, database technologies, Application Lifecycle Management (ALM) and DevOps, and IT Service Management (ITSM) across the enterprise. He previously worked as a IT consultant for over 10 years, providing scalable solutions to state and federal government projects. Tasktop Connect 2018 connect.tasktop.com www.tasktop.com

1. IMPROVING ALM, PPM AND SERVICE
DELIVERY THROUGH A SINGLE PANE OF GLASS
Tasktop Connect 2018

2. About Select Medical
• 47,000 colleagues
• 300 active IS/IT projects
Each Day:
• 60,000 patients
• 2,000 support calls
• 600 service requests

3. About Me
Jeff Zahorchak
Manager, Enterprise Applications
• ServiceNow
• SQL Databases
• Collaboration
Challenged to maximize the value and efficiency of our service and solution delivery.
• DevOps
• Project Management

4. What Problems Were We Trying To Solve?
Select Medical’s solutions and services were extremely integrated across teams and
domains. However, our solution and service delivery methodology was not.
Challenging to
plan and
execute across
teams
Entry of data
into multiple
tracking systems
Required
heroics to meet
deadlines
Work requests
from multiple
sources
Missed
opportunities to
deliver more

5. Idea Intake
Developed ‘Zipline’, a web-based
solution to allow executive leadership
to submit Ideas and nominate them
Work requests
from multiple
sources

6. Resolution Strategy – Service Delivery Ecosystem
Service Delivery
Provide exemplary customer service
to optimize delivery efficiency
Application Lifecycle Management
Optimize and enable the rapid build
and delivery of solutions and
services
Project and Portfolio Management
Provide efficient, repeatable and
measurable delivery to meet
business objectives
Challenging to
plan and
execute across
teams

7. Implementation Approach: 90 Days to “Live”
• Simplify toolset
• Gathered technical requirements
• Standardized processes and workflows
• Developed training materials
• Trained staff
• Configured/Customized ALM tools
• Installed Tasktop
• Built initial integrations
6/2017 7/2017 8/2017 9/2017 10/2017

8. 6/2017 7/2017 8/2017 9/2017 10/2017
Day 1: Tools in Use Before Tasktop Entry of data
into multiple
tracking systems

9. Tools – day 45
6/2017 7/2017 8/2017 9/2017 10/2017
Entry of data
into multiple
tracking systems

10. Day 45-90: Configuration and Customization
Added new work item types, fields, drop down values and custom controls to
support Incident and Problem tracking in TFS. Coded in Node.js.

11. Tools – day 89
6/2017 7/2017 8/2017 9/2017 10/2017

12. Tools – day 90
6/2017 7/2017 8/2017 9/2017 10/2017
• Go-live for first team - 48 users!
• 1,274 Incidents synchronized on first day

13. Day 90+: Scalable Optimization
Embedded web services into our
transformations
• Configuration on the fly
• SQL Database
• No service restarts!
• Supported incremental approach

14. Day 90+: More Integrations
• Automated
Deliverable
Creation
• Reporting
Database
feeds
Required
heroics to meet
deadlines

15. Today: Current Service Delivery Ecosystem

16. Benefits to Service Delivery – Tasktop Rollout
TaskTop Rollout to
additional team(s)
Missed
opportunities to
deliver more

17. Outcomes of Our Integrated Service Delivery
Singular entry
point for
customers
More Satisfied
Customers
Integrated
Resource
planning and
reporting
More
Transparency,
Reduced
Surprises

18. Thank you!