|By Dana Gardner||
|May 6, 2014 10:45 AM EDT||
Healthcare SaaS application developer PointClickCare has had to manage high growth while maintaining even higher quality of services delivery demands amid constant up-time requirements.
Whether it's monitoring medication management in a closed-loop integration with pharmacies, or managing weekly release schedules for their software, the change is constant at PointClickCare, based in Toronto.
To help maintain control and remain ever-ready for improvements, PointClickCare recently adopted a cloud-based IT service management (ITSM) solution. To learn the benefits and lessons learned in moving from an older approach, BriefingsDirect had an opportunity to sit down with Craig Schultz, Director of Hosting Operations at PointClickCare.
The discussion, conducted at the recent HP Discover 2013 Conference in Barcelona, is moderated by me, Dana Gardner, Principal Analyst at Interarbor Solutions.
Here are some excerpts:
Gardner: We know that healthcare is a very dynamic environment, and there is a lot going on in moving organizations to electronic health records (EHRs). How is this affecting your business?
Schultz: We’re very busy, adding customers all of the time, trying to keep up with the demand for data, installing new customers, training customers, deploying new platforms on our end, infrastructure changes, and of course, rolling out Service Anywhere.
Gardner: And because your application is delivered through multi-tenancy, software as a service (SaaS) and cloud to all these healthcare organizations, software is more than a core competency. It practically defines your business.
Schultz: Exactly. As a SaaS provider, we need to always be up. Up-time is our biggest focus. The other part is release management. How do we keep updating our software, staying competitive, being agile along with our developers, and constantly improving ourselves?
Gardner: And you're no johnny-come-lately to the cloud. You’ve been doing SaaS for quite some time.
Schultz: Yes, for approximately 10 years. We were one of the original ones to kick it off in our market. From that, we've grown it, and now it's scalable. We're in multiple countries, and we're looking at how to continue to grow and keep the SaaS model and multi-tenancy as efficient as possible.
Gardner: Craig, how about the mobile revolution? How is that impacting your business? Does it matter whether they’re using a tablet to access your services, other devices, or PCs? How is the device end of things affecting you?
Schultz: Good question. We're fully cross-browser. From a platform standpoint, it doesn't matter. We’re actually releasing our Point of Care and related software on the Apple iPad and iPhone. We’re looking at it as if they have a dedicated tablet that they could use in their environment or they have one of the PCs or related items.
Gardner: I have to assume, Craig, that this is a mission-critical application for these healthcare organizations. They’re administrating medications, tracking billing, tracking what takes place through a process along a medical trajectory, all very much in real time, very mission-critical.
Schultz: Absolutely. This is a 24×7 service that’s used all the time. As you say, with medication management we do a closed loop with the pharmacies for ordering. Obviously, safety is the biggest priority for our customers and for us. So on the SaaS service, we need to make sure that all the tools are current. We have our monitoring and our stats. Then, obviously, if there are any issues, incident management is one of the key areas.
Gardner: Tell me how you do operations and development. I believe that with software being so critical, when you do fast iterations for a multi-tenancy environment, DevOps is a priority, but with development and operations, there’s no daylight between them.
Schultz: Exactly. Our development team runs by agile, as a lot of places do. At PointClickCare, we’re looking at a weekly release schedules in general. That means constant change and constant releases. DevOps is a priority. We need to make sure that the QA people have their servers. Then, it goes to production, and there aren't any problems when we release it. We make sure that that’s a defined process, scripted, and then tied into our tools.
Gardner: Given that you’re the Director of Hosting Operations, what do you need in terms of other outside help to get this done? What were the challenges and requirements you had and then how did you fulfill them?
Schultz: What we wanted to solve at this point was to improve our processes, our definitions, and our policies on how we deploy our software and make sure that they’re set on standards. We were looking at an ITSM tool that would bring that framework to us to help us mature and take us to that next level, as we look at how much change and growth we're going through.
Gardner: How long have you been using HP Service Anywhere?
Schultz: We have been using Service Anywhere for three months. At this time, we’ve rolled it out into the whole hosting operations team. We use it for tracking all of our change management, incident management, problem management, then related key performance indicators (KPIs).
Gardner: How did you do it before?
Schultz: We used a CASE system. It wasn’t defined as a ticketing system, and it was very hard to track information. What made it harder was the lack of searchability within there to find that information. How do you do reporting? How do you really look at the statistics? So we launched this new tool, and that’s taking care of all that.
Gardner: This sounds a bit like changing the wings on an airplane while still flying. Did you find the transition difficult? What was most difficult about it?
Schultz: The transition was made simpler by engaging HP Technology Services. We used them extensively for our training. We did the ITIL training ahead of time with our staff. We used HP services to come in and walk us through this. They’re the experts on the tool.
Probably the biggest difficulty was, as you say, getting the resources to the people that were dedicated to this project while running full speed ahead. There was no delay.
Gardner: I know it's a little early in the roll out, but have there been any indicators of how it's functioning and any metrics of success or return-on-investment (ROI) types of inputs?
Schultz: Our biggest results right now is that 100 percent of changes are tracked in the system. They’re following our change-management process. We can go through, review them, monitor them, look at the results of the changes, and actually get end-to-end process development.
We actually have that closed loop on change and incident management. We’re now tracking all incidents that we weren't before. Because of the system, you can look for them after. So you can build any trajectory or problem management. When you look at the suite of change incidents and problems, we have that full loop in our operations.
From a measurement standpoint, that has reduced the amount of time that it takes for us to actually implement a change. If we’re asked to create a database, create new customers, whatever it might be, we can turn that around a lot faster because there aren't delays in the system.
Gardner: Any thoughts, once you get further into HP Service Anywhere, as to what you'll be integrating this into other activities, further back into the development phase, perhaps associated with code management? Where do you go next?
Schultz: Where we go next is around the new versions and new software. As we bring on the new versions of the software and Service Anywhere, we’re going to implement the new tools. So when we look at the self-service portal, how do we roll that out to the users to be able to connect, create their own requests or, even better, solve their own problems. That will reduce a lot of the load runner IT team and lot of those tickets that we are getting from that.
Looking at some of the integration points, that’s going to be how we automate our changes, our software, and our incidents in the future. That’s going to all tie in the Service Anywhere. As well, we’re looking at rolling it out across the company. That way, everybody uses a centralized tool. It has all the functionality that you need. Develop the KPIs, and run by the numbers and metrics.
You may also be interested in:
- Software security pays off: How Heartland Payment Systems gains steep ROI via software assurance tools and methods
- HP ART documentation and readiness tools bring better user experiences to Nordic IT solutions provider EVRY
- NASCAR attains intimacy and affinity with fans worldwide using big data analytics
- Network virtualization eases developer and operations snafus in the mobile and cloud era
- Siemens Brazil blazes a best practices path to deliver work flow applications on mobile devices
- Service virtualization solves bottlenecks amid complex billing process for German telco
- Nimble Storage Leverages Big Data and Cloud to Produce Data Performance Optimization on the Fly
- Inside story on how HP implemented the TippingPoint intrusion prevention system across its own security infrastructure
- In remaking itself, HP delivers the IT means for struggling enterprises to remake themselves
- MZI Healthcare Identifies Big Data Patient Productivity Gems Using HP Vertica
"delaPlex is a software development company. We do team-based outsourcing development," explained Mark Rivers, COO and Co-founder of delaPlex Software, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
Jul. 27, 2016 08:00 PM EDT Reads: 2,021
We all know the latest numbers: Gartner, Inc. forecasts that 6.4 billion connected things will be in use worldwide in 2016, up 30 percent from last year, and will reach 20.8 billion by 2020. We're rapidly approaching a data production of 40 zettabytes a day – more than we can every physically store, and exabytes and yottabytes are just around the corner. For many that’s a good sign, as data has been proven to equal money – IF it’s ingested, integrated, and analyzed fast enough. Without real-ti...
Jul. 27, 2016 07:30 PM EDT Reads: 1,076
"There's a growing demand from users for things to be faster. When you think about all the transactions or interactions users will have with your product and everything that is between those transactions and interactions - what drives us at Catchpoint Systems is the idea to measure that and to analyze it," explained Leo Vasiliou, Director of Web Performance Engineering at Catchpoint Systems, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York Ci...
Jul. 27, 2016 06:45 PM EDT Reads: 2,052
I wanted to gather all of my Internet of Things (IOT) blogs into a single blog (that I could later use with my University of San Francisco (USF) Big Data “MBA” course). However as I started to pull these blogs together, I realized that my IOT discussion lacked a vision; it lacked an end point towards which an organization could drive their IOT envisioning, proof of value, app dev, data engineering and data science efforts. And I think that the IOT end point is really quite simple…
Jul. 27, 2016 06:45 PM EDT Reads: 1,155
A critical component of any IoT project is what to do with all the data being generated. This data needs to be captured, processed, structured, and stored in a way to facilitate different kinds of queries. Traditional data warehouse and analytical systems are mature technologies that can be used to handle certain kinds of queries, but they are not always well suited to many problems, particularly when there is a need for real-time insights.
Jul. 27, 2016 04:30 PM EDT Reads: 1,859
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it ...
Jul. 27, 2016 04:30 PM EDT Reads: 192
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
Jul. 27, 2016 04:15 PM EDT Reads: 1,126
Extracting business value from Internet of Things (IoT) data doesn’t happen overnight. There are several requirements that must be satisfied, including IoT device enablement, data analysis, real-time detection of complex events and automated orchestration of actions. Unfortunately, too many companies fall short in achieving their business goals by implementing incomplete solutions or not focusing on tangible use cases. In his general session at @ThingsExpo, Dave McCarthy, Director of Products...
Jul. 27, 2016 04:00 PM EDT Reads: 1,739
Is your aging software platform suffering from technical debt while the market changes and demands new solutions at a faster clip? It’s a bold move, but you might consider walking away from your core platform and starting fresh. ReadyTalk did exactly that. In his General Session at 19th Cloud Expo, Michael Chambliss, Head of Engineering at ReadyTalk, will discuss why and how ReadyTalk diverted from healthy revenue and over a decade of audio conferencing product development to start an innovati...
Jul. 27, 2016 04:00 PM EDT Reads: 1,056
WebRTC is bringing significant change to the communications landscape that will bridge the worlds of web and telephony, making the Internet the new standard for communications. Cloud9 took the road less traveled and used WebRTC to create a downloadable enterprise-grade communications platform that is changing the communication dynamic in the financial sector. In his session at @ThingsExpo, Leo Papadopoulos, CTO of Cloud9, discussed the importance of WebRTC and how it enables companies to focus...
Jul. 27, 2016 03:30 PM EDT Reads: 974
SYS-CON Events announced today that 910Telecom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Housed in the classic Denver Gas & Electric Building, 910 15th St., 910Telecom is a carrier-neutral telecom hotel located in the heart of Denver. Adjacent to CenturyLink, AT&T, and Denver Main, 910Telecom offers connectivity to all major carriers, Internet service providers, Internet backbones and ...
Jul. 27, 2016 11:00 AM EDT Reads: 723
SYS-CON Events announced today that LeaseWeb USA, a cloud Infrastructure-as-a-Service (IaaS) provider, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. LeaseWeb is one of the world's largest hosting brands. The company helps customers define, develop and deploy IT infrastructure tailored to their exact business needs, by combining various kinds cloud solutions.
Jul. 27, 2016 10:30 AM EDT Reads: 1,227
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, discussed how leveraging the Industrial Internet a...
Jul. 27, 2016 09:45 AM EDT Reads: 472
The cloud market growth today is largely in public clouds. While there is a lot of spend in IT departments in virtualization, these aren’t yet translating into a true “cloud” experience within the enterprise. What is stopping the growth of the “private cloud” market? In his general session at 18th Cloud Expo, Nara Rajagopalan, CEO of Accelerite, explored the challenges in deploying, managing, and getting adoption for a private cloud within an enterprise. What are the key differences between wh...
Jul. 27, 2016 09:30 AM EDT Reads: 2,082
SYS-CON Events announced today that Venafi, the Immune System for the Internet™ and the leading provider of Next Generation Trust Protection, will exhibit at @DevOpsSummit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Venafi is the Immune System for the Internet™ that protects the foundation of all cybersecurity – cryptographic keys and digital certificates – so they can’t be misused by bad guys in attacks...
Jul. 27, 2016 09:15 AM EDT Reads: 1,376
The best-practices for building IoT applications with Go Code that attendees can use to build their own IoT applications. In his session at @ThingsExpo, Indraneel Mitra, Senior Solutions Architect & Technology Evangelist at Cognizant, provided valuable information and resources for both novice and experienced developers on how to get started with IoT and Golang in a day. He also provided information on how to use Intel Arduino Kit, Go Robotics API and AWS IoT stack to build an application tha...
Jul. 27, 2016 09:15 AM EDT Reads: 1,175
Amazon has gradually rolled out parts of its IoT offerings in the last year, but these are just the tip of the iceberg. In addition to optimizing their back-end AWS offerings, Amazon is laying the ground work to be a major force in IoT – especially in the connected home and office. Amazon is extending its reach by building on its dominant Cloud IoT platform, its Dash Button strategy, recently announced Replenishment Services, the Echo/Alexa voice recognition control platform, the 6-7 strategic...
Jul. 27, 2016 09:00 AM EDT Reads: 481
For basic one-to-one voice or video calling solutions, WebRTC has proven to be a very powerful technology. Although WebRTC’s core functionality is to provide secure, real-time p2p media streaming, leveraging native platform features and server-side components brings up new communication capabilities for web and native mobile applications, allowing for advanced multi-user use cases such as video broadcasting, conferencing, and media recording.
Jul. 27, 2016 08:45 AM EDT Reads: 951
IoT generates lots of temporal data. But how do you unlock its value? You need to discover patterns that are repeatable in vast quantities of data, understand their meaning, and implement scalable monitoring across multiple data streams in order to monetize the discoveries and insights. Motif discovery and deep learning platforms are emerging to visualize sensor data, to search for patterns and to build application that can monitor real time streams efficiently. In his session at @ThingsExpo, ...
Jul. 27, 2016 08:45 AM EDT Reads: 1,083
Verizon Communications Inc. (NYSE, Nasdaq: VZ) and Yahoo! Inc. (Nasdaq: YHOO) have entered into a definitive agreement under which Verizon will acquire Yahoo's operating business for approximately $4.83 billion in cash, subject to customary closing adjustments. Yahoo informs, connects and entertains a global audience of more than 1 billion monthly active users** -- including 600 million monthly active mobile users*** through its search, communications and digital content products. Yahoo also co...
Jul. 27, 2016 08:00 AM EDT Reads: 618