Betrieb von IT-Infrastruktur (1)Operations

VorlesungWS 2012 – 22.11.2012

Advanced Aspects of IT-Infrastructures in Healthcar e

Dipl.-Ing. Herbert Rulitz

WS 2012 – 22.11.2012

INSO - Industrial SoftwareInstitut für Rechnergestützte Automation | Fakultät für Informatik | Technische Universität Wien

Advanced Aspects of IT-Infrastructures in Healthcar e

Weitere Termine:

� 22.11.2012 - Betrieb von IT-Infrastruktur, 1. Teil

� 29.11.2012 - ITIL

� 13.12.2012 - Betrieb von IT -Infrastruktur, 2. Teil

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� 13.12.2012 - Betrieb von IT -Infrastruktur, 2. Teil

� 20.12.2012 - Ausschreibung von IT-Infrastruktur, Fal lbeispiel

� 10.01.2013 - Neues Krankenhaus Nord als Fallbeispiel , aktuellerUmsetzungsstand

� 24.01.2013 - Prüfung

Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 3

Q & A6

Example: Lessons Learned5

Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 4

Q & A6

Example: Lessons Learned5

IT Service Management Lifecycle

� IT Infrastructure Library (ITIL) is the most widely accepted approach to IT Service Sanagement. It provides a best-practice framework for identifying, planning, delivering and supporting IT services to the business.

Advanced Aspects of IT-Infrastructure in Healthcare 2012

ITIL V3 Components

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Definition of Service Operation

� IT InfrastructureAll of the hardware, software, networks, facilities, etc., that are required to Develop, Test, deliver, Monitor, Control or support IT Services. The term IT Infrastructure includes all of the Information Technology but not the associated people, Processes and documentation.

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Service OperationService Operation is the phase in the IT Service Management Lifecycle that is responsible for ‘business-as-usual’ activities.

Service Operation is where the value is actually delivered.

Source: ITIL V3

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Main Goals of Service Operation

� achieving effectiveness and efficiency in the delivery and support of services

� ensure value for the customer and the service provider

� maintain stability in Service Operations, therefore allowing for changes in design, scale, scope and service levels

� providing methods and tools for use in the two major control

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� providing methods and tools for use in the two major control perspectives:� reactive� proactive

� providing knowledge to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling of operations and fixing problems

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Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 8

Q & A6

Example: Lessons Learned5

Development Lifecycle

Operations - Overview

Advanced Aspects of IT-Infrastructure in Healthcare 2012

Does this also apply to the IT Operations …?

9

Operations - Overview

Operations area divided into:

� Organizational Aspects� Management Commitment� IT Strategy breakdown to Service Strategy� Personnel / Human resources

� Communication� To the customer

Organization

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� To service providers� Internal communication� Reporting

� IT Operation� Operations architecture� service level agreements (SLAs)� operating level agreements (OLAs)

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IT OperationCommunication

Importance of Service Operation

� The way in which an organization’s IT infrastructure and its supporting IT Service Management processes are ope rated will have the most direct and immediate short-term beari ng upon service quality.

Advanced Aspects of IT-Infrastructure in Healthcare 2012

service quality.

� Service Operation is extremely important, as it is on a day-to-day operational basis that events occur which can adver sely impact service quality.

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Target: High Availability

� Comparison of the availability as a percentage per year and the resulting effective downtime

Advanced Aspects of IT-Infrastructure in Healthcare 2012 12

Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 13

Q & A6

Example: Lessons Learned5

Organizational Aspects I

Management Commitment

� enabling IT to meet the business objectives� Embedding in organization hierarchy� Integration in overall Organization Strategy

� honoring the business value� Operation of services shows the actual value

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Operation of services shows the actual value� Funding strategy in operation phase

� transparent communication to customers and clients � Taking responsibility� Backing up operational concerns

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Organizational Aspects II

IT Strategy breakdown to Service Strategy

� Balance of internal IT view versus external busine ss view� IT as a set of IT services (the external business view)

� Focus on experience by its users and customers.� Focuses on what needs to be done and when and less on how this should be

achieved

� IT as a set of technology components (internal IT view).

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� IT as a set of technology components (internal IT view).� Focus on achieving good performance and availability of ‘its’ systems� Focus on how to manage the technology, less on how its performance relates to

IT services

� Solving conflict between maintaining the status quo and adapting to changes in the business and technological environme nts

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Organizational Aspects III

Personnel / Human resources

� Sourcing Strategy

� Recourses planning� Day-by-day business vs. peak situations

� Training of operation personnel� Technology Training� Service oriented training plan

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Service oriented training plan� Training on new or customized processes and service designs� Competence training in dealing with and managing client relationship and

interaction

� Knowledge building - and keeping!� Avoiding knowledge drain

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Communication I

Communication

� Internal communication� Routine operational communication� Communication between shifts� Communication in projects� Communication related to changes� Communication related to exceptions� Communication related to emergencies

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Communication related to emergencies� Communication of strategy and design to Service Operation teams.

� To the customer

� To service providers

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Communication II

� Reporting � Performance reporting� Service Level Management reporting� Service Operation team or department performance (internal only)

� Guidelines� Communication Plan – Who?� Communication Policy – When?

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Communication Policy – When?� Definition of Medium – How?

� Prerequisite� Plan and path well defined for every process� Transporting clear messages� Avoiding complex or cumbersome policies� Avoiding ‘Information-flooding’

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IT Operation

IT Operation

� Operations architecture� Systems management

� Hardware – Software – Security� Monitoring and control

� Performance monitoring� System/Network monitoring� Recurring activities

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Recurring activities

� Event management� Exception handling

� Service Level Agreements (SLAs)� Contract between customer and service provider

� Operating Level Agreements (OLAs)� Definition of internal structures for delivering SLAs

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Systems Management I

� Hardware management� Hardware inventories� Hardware maintenance� Vendor management

� Service contracts� Firmware updates

� Storage management

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Storage management � Capacity monitoring� Capacity planning� Archive solutions

� Production scheduling - coordination� Installations� Deployments� Maintenance

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Systems Management II

� Software management� Software inventory and installation� Packaging and distribution� Anti-virus and anti-malware management

� Security management� Access control (physical, electronically)� User's activities monitoring

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� User's activities monitoring� Anti-manipulation measures� Maintaining legal standards

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Monitoring and control

� Availability, performance and capacity monitoring� Of Systems, Server, Network, Storage, Services …� Logging status changes and performance counters

� Alert/Status Notifications� eMail, SMS, application/scripts

� Automated reporting

� Necessary for Service Level Agreements (SLAs)

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Necessary for Service Level Agreements (SLAs)

� Controlling recurring activities� Backup� Archiving� Update management (software, configuration, …)� Hardware replacements (coordination with Change Management)

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Systems Operation Center (SOC) I

� Specialization depending on organization size an focus� Helpdesk/Servicedesk (Support)� System Administration� Network Operation� Security Operation

� Main functions� Operation – Maintenance – Fault Management

Possible focuses

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Possible focuses� Support - Operating - Monitoring - Management

� Provided service levels:� 24hours x 7days vs. 8hours x 5days

� Sourcing strategy� InHouse - OutSourced

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Systems Operation Center (SOC) II

� Basic Role distribution (selection)� 1st level Operations Agent

� Monitoring, incident management, � Support-helpdesk� Triggering and controlling recurring tasks

� 2nd Operations Supervisor / Team Leader� Complex problems and anomalies� Only reachable through the 1st Level

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Only reachable through the 1st Level � Not involved in helpdesk services� Configuration and capacity management� Experienced in administration and configuration of used technologies

� 3rd Operations Expert� Operations planning and supervising� Providing Management reporting� High level of experience and deep knowledge of the used technologies� Knowledge transfer between 2nd and 3rd Level Support important

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Systems Operation Center (SOC) III

� Role distribution and exclusion (sample)

Advanced Aspects of IT-Infrastructure in Healthcare 2012 25

Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 26

Q & A6

Example: Lessons Learned5

Example: Operational Disaster

� Project� Upgrade of a business critical software application in the intensive care

department

� Customer - Regional Hospital� 20 departments� 1000 beds� 50.000 patients per year treated in-house� 2000 employees

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� 2000 employees� IT-Department

� 15P total: 5 technical, 10 administrational (HIS/SAP)

� Vendor� Countrywide eHealth software distributor� Exclusive national distributor of the software package provided by a global

eHealth company� Nationwide 5 comparable installations

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Example: Operational Disaster

� General Contractor (GC)� European multi Tier IT Company� Specialized Departments for eHealth IT� Application Service Provider� Project Management at Large� Distributor an operator of own Health Information System

� Several installations Europewide

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Project SetUp� GC provides different Services to Customer� Some Services are provided by sub-contractors� Sub-contructor for Intensive Care Software is the mentioned Vendor� Vendor has additional independent contracts/services with Customer

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Example: Operational Disaster

� General Contractor (GC)� European multi Tier IT Company� Specialized Departments for eHealth IT� Application Service Provider� Project Management at Large� Distributor an operator of own Health Information System

� Several installations Europewide

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Project SetUp� GC provides different Services to Customer� Some Services are provided by sub-contractors� Sub-contructor for Intensive Care Software is the mentioned Vendor� Vendor has additional independent contracts/services with Customer

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Example: Operational Disaster

� System Architecture� Servers outsourced to general contractor� Network connection managed by GC� Administration of virtualized Servers by GC� Administration of OS, Application and Database by Vendor� Local stations administered by Hospital IT� Local network managed by external Vendor

� Disaster begins 1 month after Upgrade

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� Disaster begins 1 month after Upgrade� Application crashes� Bad performance� Loosing confidence in the overall System� Additional work for Hospital personnel� Data loss (suspicion)

� One week full downtime of application� Switching to paper administration

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Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 31

Q & A6

Example: Lessons Learned5

Example: Lessons Learned

� Looking for someone to blame weakens solution find ing� “Who is guilty?” … only legal relevance

� No single root cause� Technology – Planning - Communication

� Disaster is result of combination� Technology changes� Insufficient monitoring� No overall Change Management

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� No overall Change Management � No overall Configuration Management� Missing communication/escalation plans� Missing interaction between vendor and general contractor

� Solution� Active management an proactive operation

“If you failed to plan – you planned to fail”

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Content

Operations Overview2

Operations Areas3

Example: Operational Disaster4

Definition 1

Advanced Aspects of IT-Infrastructure in Healthcare 2012 33

Q & A6

Example: Lessons Learned5

Thank you!

� Question? & Answers!

Advanced Aspects of IT-Infrastructure in Healthcare 2012 34

Advanced Aspects of IT-Infrastructures in Healthcar e

Weitere Termine:

� 29.11.2012 - ITIL

� 13.12.2012 - Betrieb von IT-Infrastruktur, 2. Teil

� 20.12.2012 - Ausschreibung von IT -Infrastruktur, Fallbeispiel

Advanced Aspects of IT-Infrastructure in Healthcare 2012

� 20.12.2012 - Ausschreibung von IT -Infrastruktur, Fallbeispiel

� 10.01.2013 - Neues Krankenhaus Nord als Fallbeispiel , aktuellerUmsetzungsstand

� 24.01.2013 - Prüfung