hcis services uk & i - carestream · 2018. 5. 1. · dach-bnlx-ee 7 engineers 1 tbh stefania...

HCIS Services

Confidential© 2011, Carestream Health

UK & I

Agenda

1 - Introductions

2 - Services Teams

- UK based Implementation and Incident Support

- EAMER colleagues

p.2

- EAMER colleagues

3 - Programmes and Projects

4 - Remote Proactive Monitoring

5 - eXceed & Net Promoter Score

6 - eService

Introductions

• Norman Pinkney - Services Manager UK & I

• Steve Sparks - Cluster Incident Manager UK, I & EM

p.3

Implementation team

p.4

Rosie Devlin

Allan Somerville

Rob QuigleySteven Sneller

- who’s new?

Mirko Andreoli

Jason

Plastow

Mark Hornby

Liam Harrison

Dave Honeysett

Eugene Ang

Unrestricted Internal Use© 2011, Carestream Health

p.5

HCIS Implementation team UK

- 5 new headcounts

- 10 new names28 people in your UK & I


- 10 new names

- new skills to the team

- wide range of experience

28 people in your UK & I

Carestream Implementation team

ISS - The TeamISS - The Team

2014 Service Support Org Chart

p.7

Lorenzo Casanova

Service & Support Manger

INCIDENT MANAGEMENT PROBLEM MANAGEMENT

RELEASE MANAGEMENT


Steve Sparks

Incident Manager

UK-EM

9 Engineers

2 Junior Staff for proactive monitoring

Per Larsson

Incident Manager

NORDICS

7 Engineers

2 TBH for HSO

Stefano Romiti

Incident Manager

Italy-Iberia

15 Engineers

7 resident Fes

Dominique Gambuli

Incident Manager

France

6 Engineers

1 TBH

Sven Horn

Incident Manager

DACH-BNLX-EE

7 Engineers

1 TBH

Stefania Accardi

Problem Manager

6 Senior Engineers

4 Junior Staff for proactive

monitoring

Marcello Magnano

Release Manager

6 Engineers

1 Student TBH for Lab management

Roles, Organization & ITIL

Product Line Mgt

Business

ManagementRelease, Change &

Configuration

Service

Support

Solution Architect / Change

Management

Ca

res

tre

am

He

alt

h

IncidentManagement

Service Release Mgt(Release &

Test)

ProblemManagement

Service

Design

Service

TransitionService

Operations

Management

ITIL

Ca

res

tre

am

He

alt

h

EventManagement

R&D & Integration

Management

p.9

HCIS Service Support Structure Missions

Service Support

Problem Management Event ManagementIncident Management

MissionMissionMissionMission

Constantly monitor, identify and deal with potential incidents/problems before our Customers experience unplanned service interruptions or performances degradation

MissionMission

Restore normal customer operation as quickly as possible after an unplanned service interruption or performance degradation.

MissionMission

Initiate actions to prevent incidents and problems from happening by identifying the root causes.Eliminate recurring incidents and minimize the impact of those that

cannot be prevented.

MissionMission

Business continuity is our mission……eXceed Customer expectations is our target

p.10

HCIS Service Support Structure R&R

Service Support

Problem Management Event ManagementIncident Management

Responsibilities: Responsibilities: Responsibilities:Responsibilities:

• Service restoration

• Call Triage

• Troubleshooting

• Escalation

Responsibilities:•Root cause analysis and removal

• Incident prevention

• Technical knowledge sharing

• Crisis Management

Responsibilities:•Monitor HCIS devices using the RMS tool

• Develop, install and maintain RMS agents

•Design and document proactive monitoring best practices

Business continuity is our mission……eXceed Customer expectations is our target

Carestream UK

p.11

Jamie D

- ISS Locations

Martin M

Doug V

Jes S

Frank Eyre

Dave HNeil G


John K

Ivaylo SStephen W

Ron R

p.12

Europe Service Support Organization Chart


- Stephen Wanjihia

- Ivaylo Svetoslavov

EAMER Teams -EAMER Teams -

Supporting the

UK

Solution Architects

p.14

Integration Team

p.15

The Carestream team

p.16

- supporting the UK&I

45 Carestream people in the UK 45 Carestream people in the UK

directly supporting our

HCIS business

Programmes and Projects

p.17


NHS Scotland – PACS and RIS

p.18


NHS Scotland – PACS and RIS

p.19

• 34 PACS Upgrades• 18 months to complete• 22 PACS upgrades completed• 12 sites and 6 months to go


• 5 RIS upgrades• 2 completed• 3 sites and 5 months to go

• 6 Breast Screening installs• 3 completed• 3 sites and 5 months to go

Carestream Cloud & Hosting Services

p.20

Newcastle


Providing Services from ISO27001 accredited Data Centres

Edinburgh

Spire refresh programme

p.21

• Move to CS Cloud services

• 26 sites to refresh

• 12 sites completed


• 12 sites completed

• 5 more by the end of 2014

• 9 to complete in 2015

Cheshire & Merseyside

p.22

• Upgrade to PACS 11.4

• 22 PACS systems to upgrade

• 2 sites (4 PACS) completed


• 2 sites (4 PACS) completed

• Programme runs to Q1 2015

• Carestream agents deployed

• Countess of Chester

• Arrowe Park

Queen Elisabeth Hospital, Gateshead

p.23

• Carestream Vue PACS & Vue RIS

• Native Reporting into Vue PACS


• Native Reporting into Vue PACS

• Integrated with a 3rd party VNA

• Live in June

Projects

p.24

- Frimley Park




• In implementation now

Projects

p.25

- York & Scarborough

• Carestream Vue PACS


• Carestream Vue PACS

• 2 site installation• Just starting implementation

Programmes and Projects

p.26


Remote

Proactive

Monitoring

(Preventative

Maintenance)

Proactive Monitoring

eXceed & NPSeXceed & NPS

2014 current– eXceed UK

p.32


Metric 2014 UK MY UK Goals

%7 communication 44.8 42

%7 response time 40.7 36

%7 resolution time 44.8 50

NPS 52.8 56.2

eService

RIS & PACS

Customer can open new cases

Plus update existing cases

p.39

Thank youThank you

hcis services uk & i - carestream · 2018. 5. 1. · dach-bnlx-ee 7 engineers 1 tbh stefania...

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