|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
November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Penta Security is a leading vendor for data security solutions, including its encryption solution, D’Amo. By using FPE technology, D’Amo allows for the implementation of encryption technology to sensitive data fields without modification to schema in the database environment. With businesses having their data become increasingly more complicated in their mission-critical applications (such as ERP, CRM, HRM), continued attention to data security practices is crucial.
Oct. 24, 2016 08:45 PM EDT Reads: 1,024
SYS-CON Events announced today that Enzu 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. Enzu’s mission is to be the leading provider of enterprise cloud solutions worldwide. Enzu enables online businesses to use its IT infrastructure to their competitive advantage. By offering a suite of proven hosting and management services, Enzu wants companies to focus on the core of their online business and let Enzu manage their IT hosting infrastructure.
Oct. 24, 2016 08:30 PM EDT Reads: 1,320
Established in 1998, Calsoft is a leading software product engineering Services Company specializing in Storage, Networking, Virtualization and Cloud business verticals. Calsoft provides End-to-End Product Development, Quality Assurance Sustenance, Solution Engineering and Professional Services expertise to assist customers in achieving their product development and business goals. The company's deep domain knowledge of Storage, Virtualization, Networking and Cloud verticals helps in delivering high quality products and services at the right time and cost. Our customer focused engagement model...
Oct. 24, 2016 07:15 PM EDT Reads: 1,047
SYS-CON Events announced today that Cloudbric, a leading website security 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. Cloudbric is an elite full service website protection solution specifically designed for IT novices, entrepreneurs, and small and medium businesses. First launched in 2015, Cloudbric is based on the enterprise level Web Application Firewall by Penta Security Systems, which has served more than 2,900 customers for close to 12 years. Penta Security Systems is a ...
Oct. 24, 2016 07:15 PM EDT Reads: 1,160
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
Oct. 24, 2016 06:15 PM EDT Reads: 4,749
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 exchanges.
Oct. 24, 2016 05:00 PM EDT Reads: 3,632
SYS-CON Events announced today that Coalfire 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. Coalfire is the trusted leader in cybersecurity risk management and compliance services. Coalfire integrates advisory and technical assessments and recommendations to the corporate directors, executives, boards, and IT organizations for global brands and organizations in the technology, cloud, healthcare, retail, payments, and financial industries. Coalfire’s approach addresses each businesses’ spe...
Oct. 24, 2016 04:45 PM EDT Reads: 1,568
In his session at 19th Cloud Expo, Claude Remillard, Principal Program Manager in Developer Division at Microsoft, will contrast how his team used config as code and immutable patterns for continuous delivery of microservices and apps to the cloud. He will show the immutable patterns helps developers do away with most of the complexity of config as code-enabling scenarios such as rollback, zero downtime upgrades with far greater simplicity. He will also have live demos of building immutable pipelines in the cloud using both containers and VMs.
Oct. 24, 2016 04:30 PM EDT Reads: 1,591
In his general session at 18th Cloud Expo, Lee Atchison, Principal Cloud Architect and Advocate at New Relic, discussed cloud as a ‘better data center’ and how it adds new capacity (faster) and improves application availability (redundancy). The cloud is a ‘Dynamic Tool for Dynamic Apps’ and resource allocation is an integral part of your application architecture, so use only the resources you need and allocate /de-allocate resources on the fly.
Oct. 24, 2016 04:00 PM EDT Reads: 3,726
So you think you are a DevOps warrior, huh? Put your money (not really, it’s free) where your metrics are and prove it by taking The Ultimate DevOps Geek Quiz Challenge, sponsored by DevOps Summit. Battle through the set of tough questions created by industry thought leaders to earn your bragging rights and win some cool prizes.
Oct. 24, 2016 02:15 PM EDT Reads: 4,023
SYS-CON Events announced today that MathFreeOn 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. MathFreeOn is Software as a Service (SaaS) used in Engineering and Math education. Write scripts and solve math problems online. MathFreeOn provides online courses for beginners or amateurs who have difficulties in writing scripts. In accordance with various mathematical topics, there are more than 200 practical examples, explanations and scripts. This enables you to easily save the scripts and ...
Oct. 24, 2016 01:00 PM EDT Reads: 1,013
SYS-CON Events announced today that SoftNet Solutions 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. SoftNet Solutions specializes in Enterprise Solutions for Hadoop and Big Data. It offers customers the most open, robust, and value-conscious portfolio of solutions, services, and tools for the shortest route to success with Big Data. The unique differentiator is the ability to architect and implement a complete Big Data architecture specific to your use case. SoftNet Solutions is a premier...
Oct. 24, 2016 01:00 PM EDT Reads: 907
SYS-CON Events announced today that Niagara Networks 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. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
Oct. 24, 2016 11:45 AM EDT Reads: 1,317
Virgil consists of an open-source encryption library, which implements Cryptographic Message Syntax (CMS) and Elliptic Curve Integrated Encryption Scheme (ECIES) (including RSA schema), a Key Management API, and a cloud-based Key Management Service (Virgil Keys). The Virgil Keys Service consists of a public key service and a private key escrow service.
Oct. 24, 2016 10:15 AM EDT Reads: 1,085
SYS-CON Events announced today that eCube Systems, the leading provider of modern development tools and best practices for Continuous Integration on OpenVMS, will exhibit at SYS-CON's @DevOpsSummit at Cloud Expo New York, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. eCube Systems offers a family of middleware products and development tools that maximize return on technology investment by leveraging existing technical equity to meet evolving business needs. Fortune 1000 companies and government agencies turn to eCube Systems to reduce risk, extend ROI and ...
Oct. 24, 2016 10:00 AM EDT Reads: 4,514
SYS-CON Events announced today that Isomorphic Software will exhibit at DevOps Summit at 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Isomorphic Software provides the SmartClient HTML5/AJAX platform, the most advanced technology for building rich, cutting-edge enterprise web applications for desktop and mobile. SmartClient combines the productivity and performance of traditional desktop software with the simplicity and reach of the open web.
Oct. 24, 2016 09:00 AM EDT Reads: 3,492
DevOps is speeding towards the IT world like a freight train and the hype around it is deafening. There is no reason to be afraid of this change as it is the natural reaction to the agile movement that revolutionized development just a few years ago. By definition, DevOps is the natural alignment of IT performance to business profitability. The relevance of this has yet to be quantified but it has been suggested that the route to the CEO’s chair will come from the IT leaders that successfully make the transition to a DevOps model. If this still seems foreign to you, I recommend reading up on D...
Oct. 24, 2016 07:30 AM EDT Reads: 16,471
@ThingsExpo has been named the Top 5 Most Influential M2M Brand by Onalytica in the ‘Machine to Machine: Top 100 Influencers and Brands.' Onalytica analyzed the online debate on M2M by looking at over 85,000 tweets to provide the most influential individuals and brands that drive the discussion. According to Onalytica the "analysis showed a very engaged community with a lot of interactive tweets. The M2M discussion seems to be more fragmented and driven by some of the major brands present in the M2M space. This really allows some room for influential individuals to create more high value inter...
Oct. 24, 2016 05:45 AM EDT Reads: 11,413
Without lifecycle traceability and visibility across the tool chain, stakeholders from Planning-to-Ops have limited insight and answers to who, what, when, why and how across the DevOps lifecycle. This impacts the ability to deliver high quality software at the needed velocity to drive positive business outcomes. In his general session at @DevOpsSummit at 19th Cloud Expo, Eric Robertson, General Manager at CollabNet, will discuss how customers are able to achieve a level of transparency that enables everyone from Planning-to-Ops to make informed decisions based on business priority and lever...
Oct. 24, 2016 05:00 AM EDT Reads: 899
Enterprise IT has been in the era of Hybrid Cloud for some time now. But it seems most conversations about Hybrid are focused on integrating AWS, Microsoft Azure, or Google ECM into existing on-premises systems. Where is all the Private Cloud? What do technology providers need to do to make their offerings more compelling? How should enterprise IT executives and buyers define their focus, needs, and roadmap, and communicate that clearly to the providers?
Oct. 24, 2016 04:30 AM EDT Reads: 2,524
As software becomes more and more complex, we, as software developers, have been splitting up our code into smaller and smaller components. This is also true for the environment in which we run our code: going from bare metal, to VMs to the modern-day Cloud Native world of containers, schedulers and microservices. While we have figured out how to run containerized applications in the cloud using schedulers, we've yet to come up with a good solution to bridge the gap between getting your containers from your laptop to the cloud. How do we build software for containers? How do we ship contai...
Oct. 24, 2016 04:00 AM EDT Reads: 1,501
DevOps theory promotes a culture of continuous improvement built on collaboration, empowerment, systems thinking, and feedback loops. But how do you collaborate effectively across the traditional silos? How can you make decisions without system-wide visibility? How can you see the whole system when it is spread across teams and locations? How do you close feedback loops across teams and activities delivering complex multi-tier, cloud, container, serverless, and/or API-based services?
Oct. 24, 2016 03:30 AM EDT Reads: 1,070
Without lifecycle traceability and visibility across the tool chain, stakeholders from Planning-to-Ops have limited insight and answers to who, what, when, why and how across the DevOps lifecycle. This impacts the ability to deliver high quality software at the needed velocity to drive positive business outcomes. In his session at @DevOpsSummit 19th Cloud Expo, Eric Robertson, General Manager at CollabNet, will show how customers are able to achieve a level of transparency that enables everyone from Planning-to-Ops to make informed decisions based on business priority and leverage automation...
Oct. 24, 2016 03:15 AM EDT Reads: 1,297
Today every business relies on software to drive the innovation necessary for a competitive edge in the Application Economy. This is why collaboration between development and operations, or DevOps, has become IT’s number one priority. Whether you are in Dev or Ops, understanding how to implement a DevOps strategy can deliver faster development cycles, improved software quality, reduced deployment times and overall better experiences for your customers.
Oct. 24, 2016 02:15 AM EDT Reads: 890
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. In this power panel at @DevOpsSummit 19th Cloud Expo, moderated by DevOps Conference Chair Andi Mann, panelists will explore...
Oct. 24, 2016 01:15 AM EDT Reads: 1,950