1 Session ITM 1.4 Healthcare Operations: East meets West David Shaw Director IT Systems Operations

2 Data Center World – Certified Vendor Neutral Each presenter is required to certify that their presentation will be vendor-neutral. As an attendee you have a right to enforce this policy of having no sales pitch within a session by alerting the speaker if you feel the session is not being presented in a vendor neutral fashion. If the issue continues to be a problem, please alert Data Center World staff after the session is complete.

3 Healthcare Operations - East meets West This session examines the 2015 merger of JC Lincoln and Scottsdale Health to form Honor Health and how the company continued to provide critical IT healthcare services and establish a platform to reach world-class excellence.

4 Agenda: History of HonorHealth IT Structure Cultural Challenges Tiered Support Model Data Centers Before HonorHealth Data Centers 2016 Data Centers – Next Steps

5 HonorHealth - History: HonorHealth, based in Arizona, is a nonprofit health system formed after Scottsdale Healthcare and John C. Lincoln Health Network merged in Healthcare Services 5 Acute Care Hospitals, 55 Primary Care Locations, Extensive Outpatient Care, 3,000+ Physicians 10,000+ Employees plus 3,000 volunteers Goal – HonorHealth facility within 10mins

6 IT Structure: Similar IT structures Infrastructure / Applications / Customer Limited investment over last 5 years Infrastructure dated / unsupportable Fed Mandate 2014 re EMR = 2 EMR’s Goals Oct = Single EMR One integrated support team Service Management – ITIL Best Practices World Class Operation

7 Cultural Challenges: Noah’s Ark Your Way or My Way Tribal Knowledge & Heroes Accepting Cultural Change Sink the Ark – form one team All ways have Merit – adopt Best Practices Policies & Processes – Develop & Validate and Follow Be a people person, know your teams and work as a team

8 Service Desk & Field Service 7 x 24 Vendor Support Infrastructure Systems & Applications Tier 1 Customer Service Tier 2 Operations Tier 3 Engineering Tier 4 Vendor Operations Systems Center 7 x 24 UAM / SOC – Security & Vulnerability Automation – DC Eng Ops OBPM – P1 Crisis Management - BCP / DR Tiered Support Model

9 Data Centers – Before HonorHealth Primarily DC closets located within Hospitals - limited resiliency & redundancy No standards, No ownership Limited Security – all IT staff had access Vendor management If it is’nt broke don’t touch it policy One data center was modified to Tier 2 to prepare for EMR

10 Data Centers Enterprise Data Centers – 1 Owned & 1 CoLo 145 upgraded IDFs Implementing 7 x 24 Operations Systems Center Management & Monitoring Tools Service Management – Theory & in Practice - ITIL What was Outsourced & Why June 2016 – active / active “Job is not done until the Paperwork is done.”

11 Data Centers – Next Steps Build on KPI’s Revisit Strategy TCO Study New Build or CoLo Expansion Enhanced Automation Autonomics Operations Systems Center – Incident & Change Remember --- People, Process & Technology

12 3 Key Things You Have Learned During this Session 1.Mergers & cultural challenges. 2.Tiered support model. 3.When to consider outsourcing.

13 Thank you David Shaw Director IT Systems Operations HonorHealth 2500 W Utopia Rd Phoenix AZ Tel: (mobile)