1. A Customer Perspective of Facets Release Management Krischa Winright Jim Mathis Cadence and Agile Process

2. Who is Priority Health? Priority Health is a Michigan-based health plan nationally recognized for improving the health and lives of our members. More than 570,000 people are covered by Priority Health plans. More than 12,000 employers offer Priority Health coverage to their employees. More than 27,000 doctors and other health care providers have chosen to participate in the Priority Health network. Our network also includes more than 110 acute-care hospitals. Our group, individual, Medicare and Medicaid products provide benefit solutions wherever people are in life. Priority Health serves members across 65 counties of lower Michigan, and our PriorityPPO SM plan covers employees living outside Michigan as well.

3. Statement of the Problem TriZetto implementing agile processes in new releases  Much smaller release compared to previous releases  8 weeks between releases

4. Priority Health Embraced this Change 1.Emergent PPACA Requirements 2.Iterative on-line shopping experience was commencing 3.ICD-10 and other regulatory requirements 4.Iterative/agile innovative web & mobile projects underway 5.Significant increase in IS project budget & demand 6.Service Oriented Architecture approach

5. Resource Considerations  Zero or minimal internal resources allocated to this effort  Minimize impact on development resources  Minimize impact on Vendor Application Administration Team  Minimize impact to Business Partner resources As a result of our move to a more agile project environment, more partner resources were required for activities like sprint planning as well as traditional testing and definition.  Cost must be equal to or less than the annual cost of implementing a major upgrade every other year

6. Constraints ACA – New rules and regulations  Still undefined at the time we started this process and it was unknown when those answers would be available Other Factors to Consider  Internal teams wanted/needed to be involved in the patching (they still are our support)  Regression testing was an excellent option for vendor execution – repeatable tests all documented in Rally  Extension testing and remediation was another good vendor candidate  Business partners wanted final user acceptance testing authority  9 non-production environments (plus production) needed to be kept in- sync

7. Plan / Approach  Need to seek help!  Evaluate vendors/external partners What can they do to help Need vendors with Facets expertise

8. What they offered… 1.Update notes evaluation (including hot fix) 2.Impact analysis 3.Update/patch application (in all environments) 4.Internal code remediation and testing 5.Update verification (regression testing) 6.Multiple vendors would “do it all” if we wanted

9. Final Approach Vendor selection  2 vendors were selected. Local, boutique firm to focus on infrastructure (OST). The other for Facets patching analysis, testing and code remediation (Synergy) Activities Included 1.Analyze new release features and enhancements 2.Validate the business impact 3.Validate priority of remediation needed (if any) with impacted business units 4.Document process for each release deployment 5.Perform regression testing based on Rally definition in each environment 6.Smoke test (reasonableness) in production after release implementation 7.Code remediation for internally developed code 8.Windows and Server level patch application

10. Internal Resource Responsibilities  Test new feature functionality  Assist in the definition and maintenance of regression tests (if we miss something, how do we ensure it does not occur again)  Apply release to each environment (regression testing performed by consultants

11. Process Description 2 weeks allowed for each of the following activities: 1.Analysis and application of patches 2.Remediation by the Application Development Team 3.Testing - even though 2 weeks will be allowed for testing, there are 2 days of lab testing sessions at the beginning of the testing window to facilitate the timely completion of testing. The Facets patch application process is approximately a 6 week cycle with 2 weeks of contingency time allowed. 3 types of testing conducted as part of the patch test plan: 1.Shakedown testing (Play) 2.Patch-specific testing (Play) 3.Targeted regression testing (Dev) Patches were migrated to the following environments: Play→Dev→Prod→Other Non-Prod (Test, Prj1, Prj2, etc.) Application of patches to the Test environment were conducted immediately after production roll-out to ensure better consistency with production among key environments. Application of patches to the Prj environments were conducted through the regularly scheduled refresh.

12. Facets 5.01 Patch Application Process TriZetto Release Patches TriZetto Release Patches PH Analysis VAA Analysis Business Analytics PH Analysis VAA Analysis Business Analytics ID Specific Patches apply & estimate Work efforts Timeline ID Specific Patches apply & estimate Work efforts Timeline ID Test Cases ID Test Cases VAA Deploy Patches VAA Deploy Patches Test Patches in Play Environment Test Patches in Play Environment Deploy Patches To PROD & Non- PROD Deploy Patches To PROD & Non- PROD Old Method

13. Facets 5.01 Patch Application Process New Method TriZetto Releases Planned Content TriZetto Releases Planned Content TriZetto Releases Draft Read Me Files TriZetto Releases Draft Read Me Files TriZetto Conference call to review Patch Set TriZetto Conference call to review Patch Set TriZetto Releases Patch Set TriZetto Releases Patch Set Analysis All Parties Analysis All Parties Apply Patches in Play Apply Patches in Play Change Control & PROD Roll-out Change Control & PROD Roll-out to other non-PROD environments Roll-out to other non-PROD environments Business Analysis of planned content SMEs identify targeted regression test scenarios (if applicable) 3 weeks prior to release 2 weeks prior to release 1 week prior to release Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Change Control & PROD Roll-out Analysis Read Me file

14. Our success was a result of our organization’s commitment to an investment in these operational efforts:  Designated PM, engineers, developers, and business analysts/testers  Non-prod technical environment dedicated to patching only  Full testing plans used by business & technology resources  Business accepts application downtime for prod installations  Technology invests in after hours work for performing prod installations  Patching is performed using tools that enable us to automate these efforts. No longer manual. The close relationship between business & technology resources keeps our patching efforts successful. On average, we are able to fully test and install patches in a month or less from the release date at an annual cost reduction.

15. Confidential | Copyright © 2014 TriZetto Corporation 15 Workshop Survey We would like to extend you an opportunity to provide candid feedback. During the workshop you should have received an e-mail notification for you to take an on-line survey. If you could take a few minutes to complete at this time, we would greatly value your feedback. For your convenience, the survey will be available throughout the remainder of the conference should you not be able to complete immediately.

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