business service management for life sciences

© 2008 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Excellence in Quality

Reducing costs and improving the quality of business-critical applications Niamh Cahill - BearingPoint

A BearingPoint and HP Solution

© © 2009 BearingPoint and HP Business Service Management for Life Sciences

§  A Pharmaceutical Company’s Challenge in managing R&D applications

§  HP and BearingPoint’s Business Service Management Solution

§  A Case Study in implementing a BSM Solution that works

§  Real-Life Results

§  Conclusion

Agenda


A Pharmaceutical Company’s Challenge in managing R&D applications


Life Sciences companies, including pharmaceutical, medical devices and biotech companies, are facing challenges in their core business and require IT’s full participation as a business partner to support growth, increased productivity and innovation.

BearingPoint worked with one of its clients to address these challenges:

Business Challenges

§ The client is one of the largest Pharmaceutical companies, with a global presence

§ The client has over 5,000 global applications supporting it’s Research, Development, Manufacturing, Sales and Corporate business units

§ The client is outsourcing its global infrastructure support, and has various organizations providing application support, with the lack of a cohesive application support model

§ In addition, there is no proactive monitoring of service degradation conditions – the model is reactive with a focus on Incident Management and limited real-time event monitoring

§ Finally, R&D applications have proved large, complex and extremely inter-dependant, which has made efficient support increasingly difficult


HP and BearingPoint’s Business Service Management (BSM) Solution


• To help make IT better at supporting the business, in particular R&D efforts that are time-consuming and critical to the long-term viability of the company, but also sasales, manufacturing and other functions

• To improve business service and application availability through proactive response to failures before they have an impact

Why Business Service

Management?

• The solution combines BearingPoint’s methodology and process design experience with HP’s BTO Tool Suite to provide real-time dashboards of application and business process health and enhance IT’s proactivity and responsiveness to business service and application degradation

What is Business Service

Management?

• Mapping end-to-end dependencies between infrastructure components, applications and the business processes they support

• Enabling real-time business impact of Infrastructure and Application events to be determined and quantified

• Coordinating and facilitating proactive resolution of service degradations across support groups

• Providing Application and Business Process health and status metrics to IT and the business

• Providing business context information to other processes and functions that can benefit from this information

How does it work?

What is Business Service Management?


Key Business Benefits of BSM

§  Provide real-time business process and IT health dashboards, based on IT systems and business transactions

§  Improve availability and uptime of systems through efficient impact analysis and prioritization of IT effort, resulting in uninterrupted R&D efforts and increased productivity

§  Provide quantification of business impact by allowing for financial calculation of IT outages, estimation of product development delays, FDA submission delays, etc

§  Enable efficient communication throughout all layers of the organization by providing access to monitoring dashboard to view health of business process, applications and infrastructure

§  Improve quality of service by reducing time to detect, restore and respond to failure in Information Systems


Drug Discovery Screening Pre-Clinical Testing

IND Application

Phase I Clinical Trials

Phase II Clinical Trials

Phase III Clinical Trials

NDA/BLA Phase IV and Beyond

Development Sub-Processes

Supporting Applications

Underlying Infrastructure

Documentation & Records Management Enabling Applications

Clinical Trial Supporting Applications

Data Acquisition & Processing

Adverse Effects Interface

Patient Monitoring Supporting Application

Safety & Tolerability

Side Effect Analyses

Effectiveness Analysis

Optimization

Supporting Sub-Processes

Finance & Administration

Data Management

GCP Management

Document & Records

Management Project

Management

How it Works


HP Software Components

BTO Center Products Purpose

Business Availability Center

–  Business Availability Center Software (w/ uCMDB) –  End-to-End Dashboard Displays

–  HP SiteScope –  Transaction and application component monitoring

–  HP Business Process Monitor –  End user experience monitoring

–  HP Real User Monitor

–  HP Discovery and Dependency Mapping

–  Discovery and maintenance of end-to-end models

–  HP Business Process Insight –  Business process impact determination and quantification

Operations Center –  HP Operations Manager & Agents –  SMART Plug-Ins –  HP Performance Agent

–  Infrastructure Monitoring

Network Management Center

–  HP Network Node Manager –  Network Monitoring

Service Management Center –  HP Service Manager

–  Incident Management –  Problem Management

A BSM solution typically includes both core HP tools as indicated below, as well as other monitoring or discovery tools based on the environment, existing tools and project objectives:


§  Three key Work Streams are combined into in an single, integrated approach §  Process design feeds requirements to technical design §  Tool implementation feeds process implementation (e.g. procedures) §  The Design, Build and Deploy Phases are executed in a spiral approach based on defined Plateaus §  The Manage Work Stream is evident throughout with a focus on managing execution, quality and organizational

change

BearingPoint’s approach to improving BSM capabilities for our clients focuses on defining an actionable Strategy with near-term results and implemented in phases through Process AND Technology achievements.

ProcessesOrganization

TechnologyFacilities

Design Build DeployStrategy Operate

BSM Strategic Plan & Roadmap Development

Business Service Management Phases (Strategy, Design, Build, Deploy, and Operate)

Technology Work Stream

Process Work Stream

Operations &Continuous

ImprovementDeployment & Signoff

Data Gathering,Reqs Analysis, Service View

Definitions

ProcessDesign,Roles &

Responsibility

UserTraining

ProcedureDevelopment

TechnologyBuild

ProcessAwarenessCampaign

ProcessConsensus,Process &

Service Guide Build

Testing/UAT

BSMArchitecture

Design

ProcessesOrganization

TechnologyFacilities

Design Build DeployStrategy Operate

BSM Strategic Plan & Roadmap Development

Business Service Management Phases (Strategy, Design, Build, Deploy, and Operate)

Technology Work Stream

Process Work Stream

Operations &Continuous

ImprovementDeployment & Signoff

Data Gathering,Reqs Analysis, Service View

Definitions

ProcessDesign,Roles &

Responsibility

UserTraining

ProcedureDevelopment

TechnologyBuild

ProcessAwarenessCampaign

ProcessConsensus,Process &

Service Guide Build

Testing/UAT

BSMArchitecture

Design

How we implement BSM


A Case Study in implementing a BSM Solution that works


BSM Pilot - Project Objectives

The main objectives of the BSM Pilot project were: § Design and implement a BSM technology pilot:

•  Implement HP BAC, BPM and SiteScope to create real-time dashboards

•  Integrate with HP ServiceCenter for automated ticketing •  Integrate with 3rd-party infrastructure monitoring tools

§ On-board 17 critical Research and Development applications: •  Document a “Service Guide” for each application to assist support

teams •  Configure the BSM views in the dashboard for each application

§ Develop a roadmap for a BSM Service: •  3-year roadmap •  Development of an operating model to leverage this new capability •  Business case and staffing model to support the capability


What we did

§  BearingPoint built and HP Software-based end-to-end monitoring dashboard solution, that ties in real-time event from infrastructure monitoring, application monitoring and end-user synthetic transaction monitoring

§  BearingPoint developed a process to discover, map, instrument and on-board applications onto the end-to-end monitoring service

§  BearingPoint developed an operating model, including processes, roles and responsibilities, SLAs and staffing model for the operation of the end-to-end monitoring console

§  17 critical research applications were documented, instrumented and configured in the dashboard

§  Finally, BearingPoint developed a 3-year roadmap for the evolution of the end-to-end monitoring platform and service


Documenting Service Guides

A Service Guide is a self-contained description of an application or service. It provides all the background necessary to support the application, including:

•  What is the business purpose of the application •  How is it supported, who are the groups involved •  What are the components and how do they depend on each other •  What are the relevant Service Level Agreements


Tool Architecture

Monitoring Data

Outputs to End User


HP BSM Dashboard - example

High level geographical view displaying overall business

process status

Detailed view displaying component status

breakdown, allowing rapid diagnosis of issues

impacting a business process



Detailed reporting capabilities: §  KPIs Trend §  KPIs Distribution Over Time §  KPIs Over Time

CIO and Business Unit level dashboard capabilities

focusing on key Service Level metrics



Site 1 Site 2 Site 3

Site 1

Site 2

Triage Summary Reporting: §  Transactions by Locations §  Transactions Breakdown

Multi-Profile Summary Reporting: §  Profile Performance §  Alert Summary §  Location Performance


Real-Life Results


§  Business processes and their respective linkages can graphically be organized and displayed in an executive dashboard fashion

§  Financial data, such as the number of transactions or associated costs, can be captured, aggregated and displayed

§  Real time status or historical trending of business process availability and performance is maintained

§  End-to-end Service Availability is reported at level which relates IT directly to the business processes it supports

§  Business managers can easily review the status of their business functions at a level appropriate to business monitoring needs

§  Business users can evaluate the financial impact of IT outages and view the financial status of key business processes

§  Business managers are able to see the how IT services are supporting key business processes beyond the technical aspects

§  Business users are finally able to comprehensively define SLAs that are meaningful to the Business

BSM Capability Business Value

Value Proposition for the Business


§  BSM provides advanced root-cause analysis and event correlation capability

§  BSM provides business metrics and graphical representations of business processes

§  BSM supports sophisticated monitoring instrumentation

§  BSM provides the ability to measure and report on service availability for SLA/OLA compliance purposes

§  IT Managers can significantly improve service availability through improved incident resolution and prioritization

§  IT managers can provide customers with greater visibility into IT’s ability to support the business

§  IT monitoring capabilities can be developed to support the Business

§  Business Customers and IT managers can provide verification and validation of SLA and OLA compliance respectively

BSM Capability Business Value

Value Proposition for IT


Real-Life Results

Over 80% improvement in average application restoration times during BSM Pilot

1.5x improvement in ticket routing efficiency

0

10

20

30

40

50

Before BSM Pilot After BSM Pilot

Average time to restore (hours)

0

0.5

1

1.5

2

2.5

3

Before BSM Pilot After BSM Pilot

Average number of ticket reassignments


Real-Life Results - Continued

Qualitative improvements in day-to-day operations thanks to simple-to-access health and performance information

Comprehensive dashboard with real-time application data

Automated root-cause analysis capabilities

Graphical display of business impact


Conclusion


Conclusion

§  Obtain and sustain management buy-in and support for the initiative

§  Communicate the mission and objectives of BSM. Obtain understanding and adoption of the BSM concepts among the stakeholders

§  Look for and achieve quick wins

§  Develop, track and react to metrics used to monitor the progress of BSM

§  Implement processes to engineer events and which integrate with key ITIL processes

§  Leverage or build a new CMDB to store and manage all the CIs that pertain to the business services In scope

§  Develop clear requirements for tools to be used in the delivery of BSM

§  Select and implement a tool which meets the requirements of BSM

§  Implement a process improvement program to continuously monitor and improve BSM

§  Implement a training plan for BSM tool usage and processes

A BSM Solution can be piloted quickly and show rapid results for both IT and the Business. There are, however, a number of critical success factors for long-term success:


Questions and Answers

Technology for better business and health outcomes

business service management for life sciences

Data & Analytics

hp business service

business challenges

quality of business

business processes

business partner

core business

business process health

corporate business units