service management for healthcare providers

© 2012 IBM Corporation

Service Management for a Smarter Planet

Service Management for Healthcare ProvidersVisibility, control, and automation for a Smarter Planet



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Agenda

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 steps



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Realities of an integrated world ─three interwoven issues

All industries remain focused on controlling

cost while increasing the utilization of everything

Strengthening the supporting infrastructures

to enable industry strategies is required

Business environments in every industry need to adapt and thrive in the

face of change

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.



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Market forces driving the transformation of the healthcare industry

Escalating incidence and cost of chronic disease

Changing demographics and lifestyles

Globalization of health care

Increased consumerism

Healthcare reforms

Rising healthcare costs

Advances in technologies and treatments

Electronic medical records



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Healthcare leaders are focusing on three imperatives in order to succeed:

Build sustainable healthcare systems

Collaborate to improve care and outcomes

Increase access to healthcare



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VisibilityVisibility ControlControl AutomationAutomation

Real time access to business analytics

tailored to meet the needs of your healthcare

organization.

Efficient management of cost and optimization of

healthcare processes and assets.

Streamline healthcare processes and automate

healthcare infrastructures.

Meeting the service management needs of healthcare providers worldwide

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.



Enterprise Mobility

Management

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Build Sustainable Healthcare Systems

Collaborate to Improve Care and Outcomes

Increase Access to Healthcare

Asset and Facilities

Management

Cloud and IT Optimization

Visibility Control Automation project areas for healthcare providers



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Asset and Facilities Management– Asset Management– Real Time Asset Location– Smarter Buildings


Enterprise Mobility Management

Potential project areas for healthcare providers

Return to project areas



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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 management

Healthcare providers require better asset management



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• Integrated and complete Solution

• Manage assets across the organization

• Streamline compliance

• Optimize technology assets

• Manage facilities across functions and locations

Benefits of healthcare asset management



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



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SMART ISKeeping all medical equipment in healthy condition.

BUKH, Germany:Holistic view of all technical, medical and facility assets; information from numerous sources about the hospital’s buildings, plant and medical equipment merged electronically; Interconnects multiple hospital departments to make information available to everyone who need it.

SMART ISGaining gains enterprise-wide asset and service transparency

Saint Barnabas Healthcare System, USA:Manage wide variety of assets more effectively; leverage the most up-to-date data for task prioritization; better comply with regulations set by governing bodies; expedites service-request processes; minimizes response times for customer inquiries; enables users to tailor their own view of the solution

Customer examples for healthcare asset management



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Asset utilization issues in hospitals are impacting efficiency and costs:

Excess Expense & Capital Expenditure

Asset damage and loss

Operational Efficiency

Asset Utilization

Need for healthcare providers to track their assets in real-time

http://www.ergotron.com/3_products/carts/default.asp



Benefits 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 notifications

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How IBM solutions help in real-time healthcare asset location

Raw sensor data

Sensor Infrastructure IBM Real-Time Asset Locator Maximo Asset Management

Sensor-tagged assets send location

information

Real-Time Asset Locator processes sensor data &

integrates events with Maximo Asset Management

Enabling new business use cases and workflows

Automatic location and condition updates

Event-driven workflows and escalations

Real-time visualization of asset location and status

New reports and metrics providing insight into inventory, utilization, and exceptions

Events

Asset, personnel, and

patient tags

!

Filtering and correlation of

raw data Recognition of actionable events

and conditions

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Customer examples for real-time healthcare asset location

SMART ISImproving patient care and reducing costs

Saint Michael’s Medical Center, USA:Automatically generates alerts when mobile equipment is not in the appropriate place; maximizes utilization of equipment and eliminates losses through misplacement; Increases staff productivity, morale and compliance with regulatory requirements

SMART ISImproving operational efficiency and patient satisfaction

Hospital Information Systems provider, China:Improved its operational efficiency through mobile assets to determine a patient’s real-time location; improved patient satisfaction regarding responsiveness and wait time and increased staff and patient safety



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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 fact

Need for efficiency in hospital buildings



Benefits of improving hospital efficiency through smarter buildings

• 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



Real Estate Management Strategic portfolio planning Budgeting and forecasting real estate

expense Lease and contract administration

Facilities Management

Asset management Work management Inventory management Supply chain Key management Condition monitoring BMS integration

Environmental and Energy Management

Capital Project Management

Condition assessment Capital planning & budgeting Construction estimating & project

management

Real-time energy & operating analytics Event filtering & correlation Utility consumption tracking Carbon measurement Environmental investment analysis BMS integration

FacilitiesMaintenance Space utilization Capacity planning Move, add, change Reservations CAD integration

Service Management

Facilities service desk Service level agreements Contracted services Customer billing

IBM solutions for smarter buildings enable energy, operations and space efficiency



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Customer examples for smarter buildings

SMART ISIntegration of energy and asset management to lower operating cost.

IBM Rochester, MN:Incremental energy savings of approximately 5% yearly through various improvements and programs; after the installation of IBM Intelligent Building Management, the team achieved an incremental 8% savings.

SMART ISVisibility into all vital hospital building statistics

BUKH, Germany:Holistic view of all technical, medical and facility assets; information from numerous sources about the hospital’s buildings, plant and medical equipment merged electronically; Interconnects multiple hospital departments to make information available to everyone who need it.

http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?infotype=RF&subtype=CS&htmlfid=LWIS-8BP2XJ&appname=crmd



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Asset and Facilities Management

Cloud and IT Optimization– SmartCloud Foundation– Application Performance Management– Storage Management

Enterprise Mobility Management





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Healthcare challenges addressed by cloud computing

• Dynamic scaling up of patient and clinical services without substantial increase in IT investment

• Secure and easy access to patient data and key resources from shared workstations and mobile devices throughout the hospital

• Scalable compute and development environments for compute-intensive research in academic medical institutions

• Dynamic lowering of IT costs and help with storage management of everything from patient records to emails

• Increased regulatory attention on security due to HIPAA and HITECH



Benefits of cloud computing to healthcare organizations

Build enduring customer relationships Gain customer insight and use to market and improve products and services, fostering trust and loyalty among customers.

Deliver IT without boundaries Unlock the value of new IT and processes that break down silos, simplify access to information and connect people and functions across your ecosystem.

Improved speed and dexterity Optimize and accelerate the delivery of IT computing resources and services to manage between peak and off-peak utilization

Transform the economics of IT Speed delivery of new offers and services to capture new business value while improving availability and reducing IT expense and complexity.



Helping clients deploy cloud platforms into existing infrastructures

─ A comprehensive set of offerings for enabling Cloud deployment now

─ Support for heterogeneous server, networking, storage, and middleware environments

─ Built on open standards for Cloud reference model

─ Several ways to get started IBM SmartCloud Entry IBM SmartCloud Provisioning IBM SmartCloud Monitoring

IBM solutions deliver value through SmartCloud Foundation solutions

Platform as a Service Technologies

Infrastructure as a Service Technologies

Infrastructure UsagePerformanceManagement Security

Lifecycle Resources Environments Management Integration



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Customer examples for cloud computing in healthcare

SMART ISStaying ahead of today’s and tomorrow’s threats

Christian Hospital Centre, US:Pro-active security for a heterogeneous multi-site IT infrastructure on three levels: network, endpoints and servers; Frees up the equivalent of a full-time IT person, due to 50% reduction in helpdesk calls

SMART ISMaking effective use of hospital resources

Shin Kong Wu Ho-Su Memorial Hospital, China:Increased revenue 5 percent each month over prior year; increased bed utilization rate from 70 percent to 92 percent; Eliminated the need for duplicate examinations when patients were transferred from one department to another



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Application performance management is critical for healthcare providers

• Discovery and Modeling

• End User Monitoring

• Transaction Tracking

• Diagnostics

• Analytics



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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%

Benefits of IBM application performance management



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How IBM solutions help in application performance management

• 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

Applications



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Customer examples for healthcare application performance management

SMART ISCreating the opportunity for next generation healthcare

UPMC, USA:IT cost savings of over $160 million over 5 years; shortened backup times by 20 percent and recovery times by 50 percent

SMART ISAttaining efficiency, reliability and accuracy

State-of-the-art hospital in the Middle East:100 percent uptime and availability of systems, with less than one minute of system downtime per year



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Healthcare provider require a robust storage management solution

• 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 collection



Benefits 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



How IBM solutions help in healthcare storage managementAdministration Exec – How do we maintain higher patient satisfaction levels

IT Executive – How can I maximize the IT assets already in place?CEO –

How do we plan now for future success?

Manage patient records/transactions, reduce associated IT costs; maintain compliance with records retention policies and standards

Protect critical patient, employeeand organizational data

Increase utilization, visibility, control and automation

Place data on the most cost-effective storage tier

Long-term retention & expiration based on policies

Avoid and eliminate redundant backup data

Create efficient data reduction policies to reduce costs & risks and increase service

levels

Support data management strategies across the organization

ApplicationsFile Servers

VMware Servers

FastBack for Workstations

FastBackClients

FastBackServer

FastBackServer

TSM Server

ApplicationsFile Servers

VMware Servers

FastBackClients

TSM B/AClients

WAN

Branch Offices Data Center

Tiers of Storage

Tivoli Storage Manager Admin Centerand Integrated Solutions Console

FlashCopyManager

Employees

• Reporting• Monitoring• Configuration

IBM System Storage



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SMART ISEliminate hours of time in managing the storage environment

OhioHealth, US:Eliminated hours and hours of time for managing an environment; enabled staff to offload some of the restores to its data center team; enabled staff to use the additional time to focus on other aspects of the organization

Customer examples for healthcare provider storage management

SMART ISGain uninterrupted data access

VCU Medical Center, US:Reduced data recovery time; migration process shortened with greater success probability; reduced the storage footprint and energy cost; reduced storage spending

SMART ISrecovers critical data in less than an hour

Austin Diagnostic Clinic, US:Reduced backup window for electronic medical records from two hours to five minutes; able to restore many services in under an hour; reduced time and cost of server consolidation initiative; achieved up to 75% reduction in testing times..



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Asset and Facilities Management


Enterprise Mobility Management– Endpoint Management





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Healthcare providers require an efficient endpoint management 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 networks



Benefits of healthcare provider endpoint management

• Cost and efficiency

• Compliance requirements

• High visibility

• Continuous availability.

• Responsiveness.

• Heterogeneous infrastructures.



How 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



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SMART ISMeeting HIPAA requirements for security, integrity and reliability

Concord Hospital, US:No malware infections since solution implementation; increased patch compliance from 60 to 93 percent; accelerated system maintenance—from weeks to hours; 25 percent savings in software licensing costs. by implementing Tivoli Endpoint manager solution.

Customer examples for healthcare provider endpoint management

SMART ISComplete visibility and control of endpoints

St Vincents & Mater Health Sydney:Visibility and control over 100 percent of endpoints; significantly mitigated risk exposure; freed up IT staff to execute additional strategic projects; realized cost savings through PC power management and the elimination of software licenses

SMART ISStaying ahead of today´s and tomorrow´s threats

Concord Hospital, Belgium:Enables pro-active security for a heterogeneous multi-site IT infrastructure on three levels: network, endpoints and servers; frees up the equivalent of a full-time IT person, due to 50% reduction in helpdesk calls..



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Next steps in achieving Visibility Control Automation

Asset Management - Implement Maximo/Real Time Asset Locator in test system

Storage Management - Review data protection & storage management compliance

SmartCloud Foundation - Implement internal cloud development / test environment

Enterprise Endpoint Management - Proof of Concept: Tivoli Endpoint Manager

Application Performance Management - Implement Tivoli Monitoring/ITCAM in test system



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For business objectives… Suggested starting points…

1Asset and Facilities Management

Asset Management Real Time Asset Locator for Healthcare Smarter Buildings

2Cloud and IT Optimization

SmartCloud Foundation Application Performance Management Storage Management

3Enterprise Mobility Management

Endpoint Management

Which project area best supports your business objectives?



Why IBM ? ─IBM Business Partner Ecosystem ─IBM Innovation

IBM Software delivers solid platform for optimizationIBM Systems hardware leadership

─IBM ResearchDeep Research CapabilitiesBusiness Analytics Research

─IBM’s own global transformational experiences

Let’s work together to drive real change in your healthcare business.



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ibm.com/servicemanagement/industry

Thank you!

http://www-01.ibm.com/software/tivoli/solutions/industry/

http://www-01.ibm.com/software/tivoli/solutions/industry/



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Trademarks and notes

IBM Corporation 2012

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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.

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