Welcome!

@DevOpsSummit Authors: Yeshim Deniz, Liz McMillan, Elizabeth White, Robin Miller, Aater Suleman

Related Topics: @CloudExpo, Java IoT, Microservices Expo, Linux Containers, Cloud Security, @DevOpsSummit

@CloudExpo: Article

How Healthcare SaaS Provider Masters Quality and DevOps Using Cloud ITSM

Healthcare app provider PointClickCare manages growth while maintaining quality

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.

Mobile revolution

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.

Schultz

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.

We make sure that that’s a defined process, scripted, and then tied into our tools.

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?

Case system

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.

The transition was made simpler by engaging HP services. We used them extensively for our training.

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:

More Stories By Dana Gardner

At Interarbor Solutions, we create the analysis and in-depth podcasts on enterprise software and cloud trends that help fuel the social media revolution. As a veteran IT analyst, Dana Gardner moderates discussions and interviews get to the meat of the hottest technology topics. We define and forecast the business productivity effects of enterprise infrastructure, SOA and cloud advances. Our social media vehicles become conversational platforms, powerfully distributed via the BriefingsDirect Network of online media partners like ZDNet and IT-Director.com. As founder and principal analyst at Interarbor Solutions, Dana Gardner created BriefingsDirect to give online readers and listeners in-depth and direct access to the brightest thought leaders on IT. Our twice-monthly BriefingsDirect Analyst Insights Edition podcasts examine the latest IT news with a panel of analysts and guests. Our sponsored discussions provide a unique, deep-dive focus on specific industry problems and the latest solutions. This podcast equivalent of an analyst briefing session -- made available as a podcast/transcript/blog to any interested viewer and search engine seeker -- breaks the mold on closed knowledge. These informational podcasts jump-start conversational evangelism, drive traffic to lead generation campaigns, and produce strong SEO returns. Interarbor Solutions provides fresh and creative thinking on IT, SOA, cloud and social media strategies based on the power of thoughtful content, made freely and easily available to proactive seekers of insights and information. As a result, marketers and branding professionals can communicate inexpensively with self-qualifiying readers/listeners in discreet market segments. BriefingsDirect podcasts hosted by Dana Gardner: Full turnkey planning, moderatiing, producing, hosting, and distribution via blogs and IT media partners of essential IT knowledge and understanding.

@DevOpsSummit Stories
All organizations that did not originate this moment have a pre-existing culture as well as legacy technology and processes that can be more or less amenable to DevOps implementation. That organizational culture is influenced by the personalities and management styles of Executive Management, the wider culture in which the organization is situated, and the personalities of key team members at all levels of the organization. This culture and entrenched interests usually throw a wrench in the works because of misaligned incentives.
Join IBM November 2 at 19th Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how to go beyond multi-speed it to bring agility to traditional enterprise applications. Technology innovation is the driving force behind modern business and enterprises must respond by increasing the speed and efficiency of software delivery. The challenge is that existing enterprise applications are expensive to develop and difficult to modernize. This often results in what Gartner calls "Bimodal IT," where business struggle to apply modern tools and practices to traditional monolithic applications. But these existing assets can be modernized and made more efficient without having to be completely overhauled. By leveraging methodologies like DevOps and agile, alongside emerging technologies like cloud-native services and containerization, traditional applications and teams can be ...
Translating agile methodology into real-world best practices within the modern software factory has driven widespread DevOps adoption, yet much work remains to expand workflows and tooling across the enterprise. As models evolve from pockets of experimentation into wholescale organizational reinvention, practitioners find themselves challenged to incorporate the culture and architecture necessary to support DevOps at scale. In his session at @DevOpsSummit at 20th Cloud Expo, Anand Akela, Senior Director of DevOps Solutions at CA Technologies, will discuss how existing adopters are employing unified agile and DevOps techniques to engage functional processes and toolchains that deliver increased software quality, faster time-to-market and measurably improved customer experience.
Grape Up is a software company, specialized in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the USA and Europe, we work with a variety of customers from emerging startups to Fortune 1000 companies.
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal today!
SYS-CON Events announced today that CollabNet, a global leader in enterprise software development, release automation and DevOps solutions, will be a Bronze Sponsor of SYS-CON's 20th International Cloud Expo®, taking place from June 6-8, 2017, at the Javits Center in New York City, NY. CollabNet offers a broad range of solutions with the mission of helping modern organizations deliver quality software at speed. The company’s latest innovation, the DevOps Lifecycle Manager (DLM), supports Value Stream Mapping for the development and operations tool chain by offering DevOps Tool Chain Integration and Traceability; DevOps Tool Chain Orchestration; and DevOps Insight and Intelligence. CollabNet also offers traditional application lifecycle management, ALM, for the enterprise through its TeamForge product.
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 additional third-party data centers across Europe. Its full-service Unified ICT platform serves international enterprises and many of the world’s leading service providers, as well as governments and universities.
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help global organizations open new revenue streams, increase efficiencies, improve customer experience and ensure rapid time to market in the digital age. Only Hitachi Data Systems powers the digital enterprise by integrating the best information technology and operational technology from across the Hitachi family of companies. We combine this experience with Hitachi expertise in the internet of things to d...
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emerging startups to Fortune 1000 companies.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on quality and value.
In his keynote at 19th Cloud Expo, Sheng Liang, co-founder and CEO of Rancher Labs, discussed the technological advances and new business opportunities created by the rapid adoption of containers. With the success of Amazon Web Services (AWS) and various open source technologies used to build private clouds, cloud computing has become an essential component of IT strategy. However, users continue to face challenges in implementing clouds, as older technologies evolve and newer ones like Docker containers gain prominence. He explored these challenges and how to address them, while considering how containers will influence the direction of cloud computing.
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Business Unit at CA Technologies, will share his vision about the true ‘DevOps Royalty’ and how it will take a new breed of digital cloud craftsman, architecting new platforms with a new set of tools to achieve it. He will also present a number of important insights and findings from a recent cloud and DevOps study – outlining the synergies high performance teams are exploiting to gain significant busin...
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure networks with agility, performance and value.
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and 21st International Cloud Expo, which will take place in November in Silicon Valley, California.
In recent years, containers have taken the world by storm. Companies of all sizes and industries have realized the massive benefits of containers, such as unprecedented mobility, higher hardware utilization, and increased flexibility and agility; however, many containers today are non-persistent. Containers without persistence miss out on many benefits, and in many cases simply pass the responsibility of persistence onto other infrastructure, adding additional complexity.
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet the demands of Digital Transformation – including accelerating application delivery, closing feedback loops, enabling multi-channel delivery, empowering collaborative decisions, improving user experience, and ultimately meeting (and exceeding) business goals.
DevOps is being widely accepted (if not fully adopted) as essential in enterprise IT. But as Enterprise DevOps gains maturity, expands scope, and increases velocity, the need for data-driven decisions across teams becomes more acute. DevOps teams in any modern business must wrangle the ‘digital exhaust’ from the delivery toolchain, "pervasive" and "cognitive" computing, APIs and services, mobile devices and applications, the Internet of Things, and now even blockchain.
Did you know that you can develop for mainframes in Java? Or that the testing and deployment can be automated across mobile to mainframe? In his session at @DevOpsSummit at 20th Cloud Expo, Vaughn Marshall, Sr. Principal Product Owner at CA Technologies, will discuss and demo how increasingly teams are developing with agile methodologies using modern development environments and automating testing and deployments, mobile to mainframe.
@DevOpsSummit has been named the ‘Top DevOps Influencer' by iTrend. iTred processes millions of conversations, tweets, interactions, news articles, press releases, blog posts - and extract meaning form them and analyzes mobile and desktop software platforms used to communicate, various metadata (such as geo location), and automation tools. In overall placement, @DevOpsSummit ranked as the number one ‘DevOps Influencer' followed by @CloudExpo at third, and @MicroservicesE at 24th.
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help global organizations open new revenue streams, increase efficiencies, improve customer experience and ensure rapid time to market in the digital age. Only Hitachi Data Systems powers the digital enterprise by integrating the best information technology and operational technology from across the Hitachi family of companies. We combine this experience with Hitachi expertise in the internet of things to d...
The goal of Continuous Testing is to shift testing left to find defects earlier and release software faster. This can be achieved by integrating a set of open source functional and performance testing tools in the early stages of your software delivery lifecycle. There is one process that binds all application delivery stages together into one well-orchestrated machine: Continuous Testing. Continuous Testing is the conveyor belt between the Software Factory and production stages. Artifacts are moved from one stage to the next only after they have been tested and approved to continue. New code submitted to the repository is tested upon commit. When tests fail, the code is rejected. Subsystems are approved as part of periodic builds on their way to the delivery stage, where the system is being tested as production ready. The release process stops when tests fail. The key is to shift test ...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore the ways that Nutanix technologies empower teams to react faster than ever before and connect teams in ways that were either too complex or simply impossible with traditional infrastructures.
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.