performance improvement practices in it?€¦ · dentrix upgrade . pml pace. cqic updates ....
TRANSCRIPT
Performance Improvement Practices
in IT?
Statement & Agenda
Premise: Just like in Healthcare, we must be in a constant state of Process Improvement to get better and better at what we do! Additionally, we need to be able to showcase our improvements to our stakeholders.
Agenda:
Implementation of system
Data – showing trajectory and improvements
Providing a mechanism for workload equity
Disaster recovery process
Conclusion
Systems Overview
Ticketing System
Monitoring System
Security System
Ticketing System:
The ticketing system is what helps us to get to all your requests and to prioritize as needed. It also play a vital role in looking for trends of bigger problems.
User generated tickets for 2017
0
200
400
600
800
1000
1200
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Monthly Ticket Totals, 2017
In addition to just the number of tickets, we also look at a measurement of response time to your ticket request. We call this SLA ( Service Level Agreement)
SLA per month for 2017
0
0.5
1
1.5
2
2.5
3
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Monthly Time to Completion, 2017, (hours)
Fun fact: In 2014 – Our average SLA time was 10.5 hours
Completed Projects 2017
Citrix Receiver update SQL 2012/2014 MU Attestations 2016MU attestations 2017CTS Zix One Finance Server Upgrade to SQL 2012 eRX for PACE GoDaddy cert to change to a different cert company Conveyance Tool for CPS billing Call Center Admin offices moveCarrboro RenovationTableau – Dumped for another Tableau processDentrix Upgrade PML PACE
CQIC Updates Exchange Upgrade from 2013 to 2016New link contracting – Spirit Installations ( Back up data lines and new phone contracts)EMC – Back up data center VSC – Programming done and out to first sites.Work with Fidelity – Website Renovations
Monitoring System
Monitors DevicesSends us Alerts
Application UP TIME!!
IT grades itself on what % of the time we were up and running throughout the year
365 days per year X 24 hours per day = 8760 hours per year.
IT keeps a spreadsheet of all the downtime hours experienced Throughout the year. Some of these are for single systems and othersAre for sites completely down.
43 hours of unplanned downtime for any system.
8717/8760 is 99.51 % for the year!
286 hours of planned downtime for security updates
Security Systems
What is Piedmont’s most vulnerable security risk ??
Email Security Training = Professional & Personal Protection
(system blocked -2,341,891 bad email last year931,905 good messages)
Firewalls = The Front Door
Systems Overview
Ticketing System
Monitoring System
Security System
What do these folks really do all day long??
567 Computers
461 Allworx Phones
88 Servers
213 printers
275 other devices
Grand Total
Devices: 1810 44 Applications
Development & Customization
Security
525 Users206 Verizon Lines
Does this guarantee perfection ??
Constant state of
process improvement!
1.Hardware and Connection speeds
2. Our own knowledge and processes
44 Hours- One system
11 hours – All systems
IT FIRE DRILL
REVIEW !!!!
1. You have an idea of what we do for you!2. You see that we have systems in place3. You have an understanding of how we protect our staff and our patients.
That you play a vital role in security4. You know the plan for disaster events.
Conclusion Points:
IT needs to be in a constant state of improvement. It is vital to our business.
We need to be able to create the framework whereby we can take care of our company
We need to track our improvements
We need to be able to have a good way to showcase those improvements to our stakeholders.