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Managed Services

Transcript: Christianne Ramos Managed Services What I know so far... -Outsourced services, provided by an external source. -More of an "external" service -A company can hire services without managing it because the provider maintains, updates, manages it. -It is not a one-time-buy deal. What I know (understand) so far... Why? It is more efficient than Staff Augmentation -saves money/cost efficient/cheaper. -training can cost more. -better for long term as opposed to short-term efficiency. -accomodates hiring restrictions. -can be "personalized" to fit client need/cost scalabitily. -overcomes short-term problems for clients to focus on more important problems. -fast, easy, convenient, up-to-date, more updated. -client needs 'no' knowledge about service offered. -less risk. -less management overhead. -commited for output/outcome as opposed to out-tasking that is only commited for input. Why choose Managed Services? -Reduce cost training -Best practices -Scalability -Economies of Scale -Reduce management overhead -Result centric -Core business focus -Employee vs. Contractor -Overcomes lack of internal capabilities -Shifts fixed costs to projects costs -Legal redress Pros Pros - Lack of control - Internal Resistance Cons Cons - Lack of QUALITY OUTSOURCES - Not applicable for small projects Show QUALITY, Give QUALITY! SOLUTION SOLUTION Proove that it is better than Staff Augmentation Search Engine Tops -Globe -Fujitsu ---------------------US -Action Labs -HCL -iManila -Microbase -IBM -Systemantech Companies Companies The Three RCG Paseo de Roxas -Advisory -Data and Analytics -Business Applications (real bad website) Seven Seven Global Services Inc. Ortigas Center -JAVA solutions -mainframe system programming -XML, Java -Call Centers -Training Program Indra Philippines Rockwell Center -Utilities and Telecommunications -Financial Services -Software Laboratories --- Longest Highway Toll worth 4 million euros -Consulting -BPO -Application Development and Management -Cloud Computing -IT Outsourcing The Three

Managed Services

Transcript: Managed Services "Now more than ever do we need all hands on deck. Physicians, social workers, nurses and case managers are all needed to make sure the care continuum is addressed." -Gyasi C. Chisley, CEO of Methodist North Hospital and senior vice president of Methodist LeBonheur Healthcare in Memphis, Tenn. "Whether you are a patient, a provider, a business, a health plan, or a taxpayer, it is in our common interest to build a healthcare system that delivers better care, spends healthcare dollars more wisely and results in healthier people. Today's announcement is about improving the quality of care we receive when we are sick, while at the same time spending our healthcare dollars more wisely." -HHS Secretary Sylvia Burwell on the organization's goal to shift 50 percent of payments to value-based models by 2018 "The readmissions reduction program is designed to penalize hospitals for poor quality of care, but our findings suggest that hospitals are penalized to a large extent based on the patients that they serve." -J. Michael McWilliams, MD, PhD, associate professor of healthcare policy and medicine at Harvard Medical School "Look at the top 10 concerns of hospital CEOs. IT touches every one of them." - April Upchurch, Director- Account Management and PMO "Managed Services is a place where hospitals and healthcare providers can go to get assistance with their IT needs. Whether it is implementation, education, infrastructure or support, Managed Services has qualified staff to allow hospitals to focus on their core competency, providing patient care, Managed Services can take care of the rest." -Cathy Sees, Managed Services Support "Just listen. Listen to customers, peers, stakeholders... It's the only way to improve, because perception is reality. You might not like what you hear, but that's the only way you're gonna grow." -Davind Maharaj, VP of EIS, Infrastructure COE & Tech Strategy Consolidation Task: Hospital Readmission Reduction Program An Aging Nation References How can Managed Services Help? The Affordable Care Act An imperfect system Gain a high-level understanding of McKesson Managed Services and the organizations within McKesson with which we interact. From an intern's perspective.... Revenue Changes What do these changes mean for our customers? Meaningful Use What is the current state of the healthcare industry? An Intern's Perspective Reform Amelia Phillips Economies of Scale Access to Capital Brown, Bobbi. "Healthcare Payers and Providers: Best System for Process Improvement." Health Catalyst Healthcare Payers and Providers The Best System for Process Improvement Comments. Health Catalyst, 21 Jan. 2014. Web. 25 July 2016. "5 Forces Driving Hospital Consolidation - Stratasan." Stratasan. N.p., 10 July 2013. Web. 25 July 2016. Geyman, John, MD. "The Affordable Care Act at Age Five: Quality of Care - PNHP's Official Blog." The Affordable Care Act at Age Five: Quality of Care - PNHP's Official Blog. Physicians for a National Health Program, n.d. Web. 25 July 2016. "ACA Limit on Out-of-Pocket Costs Delayed, Surge of Supersizing Hospitals, Chart Review - Hospital Mergers - Morning Consult." Morning Consult. N.p., n.d. Web. 25 July 2016. "Fee-For-Service Is Not the Problem." Physicians for a National Health Program. PNHP, n.d. Web. 25 July 2016. "Pay-for-Performance." Health Affairs. Health Affairs, 11 Oct. 2012. Web. 25 July 2016. "HealthIT.gov." Meaningful Use Definition and Meaningful Use Objectives of EHRs. National Learning Consortium, n.d. Web. 25 July 2016. A Shortage of Healthcare Professionals What makes an excellent Managed Services employee?

Managed Services

Transcript: Challenges Cost-based approach Under build infrastructure (SPOF) Lack of automation tools Lack of security Transparency New Structure Currently only HD capabilities No internal infrastructure management No internal inventory management Lack of support in the US Office Approaches in the MS world Overcome Current Challenges Do we really know what MS does? Do we really know the state of our environment and service? Is the team updated on new initiatives / decisions taken? No clear notification process and templates Manual and un-friendly process for trust site update Poor incident management process from communication perspective RFP / Customer required information Transparency Reactive Vs. Proactive Incident & Service Management Scalability of Resources (SPOF / Lack of Knowledge Transfer) Internal IT Benchmark numbers Currently all our monitors are reactive Too many alerts (“good” alerts / “no one knows what it means” alert etc.) No segregation of alerts by severity No Trend Management Issue Survey to understand the Gap in knowing MS and Provide answers Issue Monthly Dashboard to update on service state and main Managed service projects and key initiatives Have pre-scheduled weekly team meetings Incident & Service Management Internal IT Max needs approach: Results in over-build infrastructure Over usage of multiple 3rd party Dragging down profits KTLO efforts: In average each team member is spending 3 days a week for KTLO tasks Technical tickets doubled in the past 3 months Customer tickets over doubled in the past 3 months SPOF in Network and Application knowledge transfer DB capabilities Future challenges Build 24 x 7 NOC Improve response and resolution time Take on-going pre-defined tasks (reduce KTLO activities from the team) Implement KB system Service management Build service management team located in both IL and US Add additional network engineer Data Management Establish DM team to take holistic ownership of DB (Oracle / Redis / MySQL) Reactive Vs. Proactive Introduction Create responsibility for incident management with pre-defined process and templates Leverage tools for updates (updates of trust site / using Clarizen social tools) Create knowledge base for MS information for RFPs Manage certification processes (SOC2, PII) Managed Services What’s Next? Alerts clean-up: External monitors Internal monitors Alerts to be segregated to 3 levels: Critical, Warning, Notify Trend Monitors (response time / usage etc.) to allow us to respond before we are in the critical area Build Benchmark numbers Automatic actions to be added where applicable Scalability of Resources Implement true multisite Future expansion (EU Privacy constraints; Asia performance issues Increased security requirements

Managed Services

Transcript: Key People/Roles Managed Services are often used in both public and private organizations such as: Airlines Military Elementary/Middle/High Schools Colleges/Universities Health care facilities Business and Industry (B&I) Leisure and recreation organizations Conference centers Airports Travel Plazas Managed Services vs. Commercial Foodservices Advantages and Disadvantages of Managed Services in Leisure and recreation sector The main focus of hospital food service is the tray line. Once all the requirements for the special meal have been prepared, the line of trays is set up and menus also have different colors for the different types of diets. The tray line begins with a mat, fork/spoon, napkin, salt/pepper, and perhaps a flower. Then it moves down the "line" where the different food is added, depending on the color of the menu. Provide their own inflight services or use outside contractors. Inflight food services is complicated. Service provided need to insure food is able to withstand the extended period of both hot and cold. Food needs to be able to be reheated and presented as being eatable AirlineS and AirportS health care facilities cont'd Health Care Facilities Managed services are services that are "leased" to organizations like schools or airlines who may not want to or know how to manage their own foodservice. This is similar to management companies, who manage hotels, restaurants, etc. Besides stadiums and arenas, managed services are also provided at national parks. They usually have hotels, restaurants, gift shops, snack bars in which managed services has to make sure that they have enough for the large amount of people that pass by everyday. The differences between managed services and commerical foodservices is the following: for managed services, challenge is to meet the needs of the guests and the operation in some commerical food places, guests are limited to available options and that influences if they eat there once or would have it everyday ( ex. you work near only a chipotle) many managed operations are in places or organizations that do not have foodservice as the main business. Ex. Schools, Airports Advantages = opportunity to see professional sporting events, be in scenic areas, enjoy outdoors, have a set work schedule Disadvantages = very large crowds of people to serve in a short time, work schedule of weekends, holidays, and nights, seasonal employment Labor costs take up about 55%-66% of hospital/resident home operating money and not covered by Medicaid. Due to economic pressure, food service managers will more likely start looking to use contractors, such as ARAMARK or Sudexo, because they have more knowledge about how to buy food, manage the menus, and operate in a way that reduces food and labor costs. Managed Services Leisure and Recreation Due to the reduction in in-flight food service, there has been a increase in airport restaurants. Major food chains have been taking full advantage of this, i.e Chilis and TGI Friday Managed services usually make food in large quantities and/or batch cook in order to give the guests a fresh meal at different times throughout the day. Can usually predict the numbers of meals and portion sizes which makes it easier to plan and produce. For example, in schools you know the # of students to serve; in airlines you know how many people will be on the plane, etc. includes operations such as: stadiums, theme parks, parks, zoos, aquariums, etc. because customers are usually in a hurry, one of the challenges is to sell/offer the product with very little time (ex. vendors at the baseball stadium are making sure that the order from the suites are being taken care of, as well as making sure that there is enough supply for the orders happening in concession stands on the lower levels) Another trend in health care managed services is that major fast food brands are arriving and has made it a win win situation for the brand and operator because the fast food chain benefits from good "leasing" rates, meaning it is not too expensive to provide their services. Hospitals are also entering the pizza delivery business where the hospital will hook up phones and fax lines, hire part time employees who will deliver pizzas that have been made by the hospital. With this, they focus on the customer service, making them feel at home and comfortable, while also receiving comfort foods. health care managed services are provided to hospital patients, long term care and assisted living residents, visitors, and employees. The service is given in the form of tray, cafeteria, dining room, coffee shop, vending machine, etc. One of the challenges is to provide special meals to patients with very specific dietary requirements. For example, a hospital patient eats a gluten free diet, so the cafeteria staff needs to ensure that this patient recieves a gluten free meal. What is managed services? Contractors: companies that usually work with operations on a contract basis to help

Managed Services - Sales Out

Transcript: Marketing Our main goal: Increasing our revenue Pillars: Building Managed Services Aligning to the SPs' Sales-out Generating demand Building relevant consumption models Working with overlay architectures groups to gain more budgets Main architectures: Meraki Security HCS SDWAN Bezeq International HCS Meraki Security (addons to current seeling platform) Cisco Capital - where Cisco modules are not MSSP Building MSSP 'like' In-country internal - working with Relevant stakeholders Sales Out Presenting to each management relevant E2E solution Working with all business decision makers: C level Department Managers Account Managers Simplify the sales process (configrurator, bundles, incentives) Mutual investments - Providing relevant Leads and Meeting Generator in each ISP -Incentive plans for the managed services -Ensuring mutual digital marketing campaigns -Data Base sharing Orange SDWAN Investing Together. Winning Together. Engineering Goals & Main Pillars Bezeq SDWAN Meraki -Need to help the ISP's to increase business size within their end Customers. -With our managed services they will increase their revenue. -Following management interest to sell Cisco MS, the rest of the organization will follow, Engineering department will test more CMS, and the Sales department will be measured of Cisco sales. 1. By providing E2E solution,they will provide added value to their customer 2. Every solution that was sold by now, will receive selling and marketing campaign ,following those sales, it will increase their desire to sell more CMS 3. In parallel to MS sales , they will get 'Sales Tool Kit' , with practical selling tolls for all relevant pillars. Cellcom Security Internal

Managed Services

Transcript: We help your business run, so you can run your business Virtual CIO Centralized Point of Contact Responsive and Timely Solutions Proactive Tasks Support • Zywave • TMW • Sage • SS&C • Yardi • Thomson Reuters • DAT • Casemax 24×7 Help Desk Services, tests, patches, moves, adds, modifications, and customer focused incident and problem resolution, at the level you desire. We manage the relationship between your application providers, with experence in over 80 different Software Application Partners. • Salesforce • Microsoft CRM • Microsoft Dynamics GP • Microsoft Office/365 • VMWare • QuickBooks • Applied • Vertafore • Remote Control – Remotely oversee and manage workstations, servers, routers, printers and other network devices over the Internet without end-user interruption. • IT Asset Management – Compile data, audit and manage workstations, servers, printers, routers and mobile devices. Group by OS, application or location. • Software Deployment – Deploy software and services to one device, a group of devices or to one or multiple locations without business disruption to your daily operations. • Mobile Device Management (MDM) – Manage Apple iOS® and Android™ platform mobile devices with easy and secure enrollment, configuration, monitoring and reporting functions. • Patch Management – Identify, approve, update or ignore patches and hotfixes for one or multiple devices. A workflow-based interface allows for smoother, more intuitive navigation. • Network Monitoring – Discover, manage and control critical items in your infrastructure through powerful monitors and scripts. • Marketplace Solutions – Benefit from the exchange of technical and practical information – scripts, monitors, plug-ins, integrations, MSP implementation tools – from LabTech experts and partners. Based on your requirements No hidden charges or extra fees for great service. Managed Services Remote Monitoring & Management Network & Server Management Server and network infrastructure As an IT service provider Mission Critical unctions Troubleshooting Repairing Faults; Configuring Services Controlling Resource Access Up Time Measuring Performance. Client Portal Customized Flat Rate Managed Services Submit a tickets View Tickets knowledge base VCIO duties include the following: • Offering extensive guidance on new IT initiatives. • Laying out an IT budget. • Preparing your business for technology changes. • Providing regular reports on your network’s health and security status. • Implementing a business continuity plan. • Assist existing CIO in the planning and implementation of IT projects and strategies. Help Desk Ticketing System

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