Service management for healthcare providers

Service Management for a Smarter Planet

Service Management for Healthcare Providers
Visibility, control, and automation for a Smarter Planet

© 2012 IBM Corporation


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

2 © 2012 IBM Corporation


Realities 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 required



Market forces driving the transformation of the healthcare
industry

Escalating incidence and Healthcare reforms
cost of chronic disease

Changing demographics Rising healthcare costs
and lifestyles

Globalization of health Advances in technologies
care and treatments

Increased consumerism Electronic medical
records



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

Build sustainable Collaborate to improve Increase access to
healthcare systems care and outcomes healthcare



Meeting the service management needs of healthcare providers
worldwide

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.



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 Management



Potential 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 areas



Healthcare 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 management



Benefits of healthcare asset management

• Integrated and complete Solution

• Manage assets across the
organization

• Streamline compliance

• Optimize technology assets

• Manage facilities across functions
and locations



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



Customer 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 solution



Need 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 Utilization



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



How 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
exceptions



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 requirements



Need 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 fact



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



IBM solutions for smarter buildings enable energy, operations and
space efficiency
Capital Project Real Estate
Management 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



Customer 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.





– SmartCloud Foundation
– Application Performance Management
– Storage Management




Healthcare 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 HITECH



Benefits of cloud computing to healthcare organizations

Build enduring customer Deliver IT without
relationships boundaries
Gain customer insight and use to Unlock the value of new IT and
market and improve products and processes that break down silos,
services, fostering trust and loyalty simplify access to information and
among customers. connect people and functions
across your ecosystem.

Improved speed and Transform the economics of
dexterity IT
Optimize and accelerate the Speed delivery of new offers and
delivery of IT computing services to capture new business
resources and services to value while improving availability
manage between peak and off- and reducing IT expense and
peak utilization complexity.



IBM solutions deliver value through SmartCloud Foundation
solutions

 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



Customer 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 another



Application performance management is critical for healthcare
providers

• Discovery and Modeling

• End User Monitoring

• Transaction Tracking

• Diagnostics

• Analytics



Benefits 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%



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



Customer examples for healthcare application performance
management
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 year



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 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


Customer examples for healthcare provider storage
management
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..






– Endpoint Management




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


Customer examples for healthcare provider endpoint
management
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
licenses



Next 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 Manager



Which 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 Management



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.


Thank you!

ibm.com/servicemanagement/industry



Trademarks and notes

IBM Corporation 2012

 IBM, the IBM logo and ibm.com 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 www.ibm.com/legal/copytrade.shtml
 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:
http://www.ibm.com/legal/copytrade.shtml#section-special
 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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