server and client management, messaging security, and...

Business Value AnalysisTM Study

Server and Client Management, Messaging Security, and Data Protection

Research and Analysis Conducted by

Sponsored by

Business Value Analysis © 2009 The Alchemy Solutions Group. All Rights Reserved

Greg Malacane, Director, Research & [email protected]

Executive Summary 3Overview 3Barriers 3The Solution 3Benefits 3

About Memorial Hermann Healthcare System 4Business Drivers 5Support Clinical Decision Process 5Support the Management of Hospital Business 5Enhance Data Protection 5Increase ISD Productivity 5Improve Messaging Security and Reduce Email Storage Cost 6Manage Endpoints of Expanding Healthcare System 6

Technology Challenges 6Manage Data Growth 6Chart 1: Data and Server Growth have Average 15 percent since 2001 6Standardize and Centralize Heterogeneous Backup Environment 6Improve Backup Success Rates 7Ensure Security and Compliance for Data Taken Off-Site 7ProactiveEmailFilteringandEfficientMessagingSecurity 7Patch Management 7Image and Provision Servers and Clients 7Application Metering 8

IT Transformation 8Action Plan and Decision Process 8Backup and Recovery 8Endpoint Management 9Messaging Security 10Network Architecture 10Figure 1: Memorial Hermann Healthcare System Architecture Diagram 10

Business Value Analysis 11Message Filtering Productivity Gains 11Chart 2: Spam Filtering Labor Productivity Gains 11Backup and Recovery Cost Avoidance and Productivity Gains 11Chart 3: Backup and Recovery Labor Productivity Gains and Cost Avoidance 12Endpoint Management Savings 12

Client Imaging and Reporting Labor Productivity Gains 12Chart 4: ISD Productivity Gains from Client Management Improvements 13

Server Imaging Labor Productivity Gains 13Chart 5: ISD Productivity Gains from Server Management Improvements 13

Patch Management Labor Productivity Gains for Servers and Clients 13Chart 6: ISD Labor Productivity Gains from Effective Patch Management 14Storage Cost Avoidance from Spam Elimination 14Chart 7: Spam Filtering Storage Cost Avoidance 14

Conclusion 15Notes 15

Contents


Executive Summary

OverviewCelebrating its centennial in 2007, Memorial Hermann Healthcare System is a large, integrated healthcare system that includes 11 hospitals, 27 sports medicine & rehabilitation centers, 3 heart & vas cular institutes, 3 managed acute care hospitals, 1 retirement/nursing center, 21 imaging centers, 3 breast centers, 12 diagnostic laboratories, 1 substance abuse treatment facility, and 1 home health agency located throughout the Houston, Texas, community. This network of locations includes 20,000 employees and is supported by an Information System Department (ISD) full-time staff of 475. The IT environment contains more than 1,100 data center servers and approximately 18,000 client endpoints used by employees, most of whom are inthecorporateoffice,aswellasconsultantsandspecialistslocatedatthehospitalsandmedicalcenters.

BarriersMemorial Hermann’s widely distributed network of locations requires rapid, secure access to patient records and consumable data to enhance patient care. Network clients are diverse, ranging from standard desktops and laptops to “WOWs” (wireless PCs on wheels), with the number of client workstations growing at an annual rate of almost 15 percent over the last six years. Despite this growth, the ISD staff remained constant, managing more endpoints, both at the client and in the data center without additional headcount. The challenges included patch management, provisioning of new clients and servers, and re-imaging existing clients and servers. Data storage and backup volumes were also growing atsimilarratestonetworksystems,creatingoperationalefficiencychallenges.Inaddition,messagingsecurity was a growing issue, with spam—and in some cases viruses—clogging Microsoft Exchange servers and employee inboxes and consuming valuable storage at a tune of 200 gigabytes of per month.

The SolutionTo address these challenges, the ISD team at Memorial Hermann made a strategic decision in 2001 to invest in IT to position the healthcare system as an innovator in the industry. As part of this decision, Memorial Hermann turned to Symantec for assistance on several fronts. First, in order improve backup successratesandimproveoperationalefficiencies,theISDteamstandardizedbackupandrecoveryfor Microsoft Windows-based systems on Veritas NetBackup in 2001. In 2008, as the data center environment had grown in complexity, the team opted to expand its standardization for nearly all backup-and-recovery operations on NetBackup—encompassing UNIX-, Linux-, and Microsoft Windows-based systems. Following this, they upgraded to NetBackup 6.5 and added NetBackup Media Server Encryption Option in order to ensure the security and privacy of data in transit via encryption. For the management of endpoints, both on the client and in the data center, the ISD team rolled out Altiris Client Management Suite and Altiris Server Management Suite in 2004. Finally, the ISD team implemented Symantec Brightmail Gateway, which allows them to block viruses and spam at the gateway. For help deploying these different solutions, the Memorial Hermann team engaged Symantec Consulting Services on several occasions and leveraged training from Symantec Education Services.

BenefitsA Total Operational & Economic ImpactTM (TOEI) analysis by The Alchemy Solutions Group found the different solutions from Symantec are producing tangible business value for Memorial Hermann in the following areas during the timeframe of January 2001 to December 2009:

• SpamFilteringLaborProductivityGains:$31.6 million in IT and employee labor pro-ductivity gains from August 2006 through December 2009 by deploying Symantec Bright-mail Gateway.

• BackupLaborProductivityGainsandCostAvoidance:$1,765,886 in ISD labor cost avoidance and productivity gains from January 2001 through December 2009 by consolidat-ing backup-and-recovery operations onto Veritas NetBackup.


• ClientEndpointManagementProductivityGains:$648,036 in realized and projected productivity gains through the use of Altiris Client Management Suite to image and reimage client workstations and produce reports from August 2004 through December 2009.

• ClientandServerPatchManagementLaborProductivityGains:$287,675 in total labor productivity gains from August 2004 through December 2009 through improved patch management using Altiris Client Management Suite and Altiris Server Management Suite.

• ServerProvisioningandReimagingLaborProductivityGains:$161,255 in ISD labor productivity gains through faster reimaging of servers and provisioning of new servers using Altiris Server Management Suite from August 2004 through December 2009.

• StorageSpaceCostAvoidance:$74,311 in storage cost avoidance by eliminating spam emails before they enter the environment from August 2006 through December 2009.

About Memorial Hermann Healthcare System

Memorial Hermann Healthcare System was founded in 1907 and has grown into a multi-location healthcare services organization that dominates the Houston, Texas, area, serving 25 percent of the Houston healthcare market. It consists of 11 hospitals, 27 sports medicine & rehabilitation centers, 3 heart & vas cular institutes, 3 managed acute care hospitals, 1 retirement/nursing center, 21 imaging centers, 3 breast centers, 12 diagnostic laboratories, 1 substance abuse treatment facility, and 1 home health agency. Memorial Hermann operates one of two level 1 trauma centers in Houston. Its services

include the Life Flight air ambulance program, as well as the city’s only burn treatment center. Historically, Memorial Hermann has focused on inpatient services. In 2006, it made the strategic decision to add more outpatient and diagnostic care services to its patient offerings.

The Information System Department (ISD) at Memorial Hermann has overcome many obstacles to help the organization deliver better services to its patients. The ISD successfully navigated Y2K challenges and emerged in 2001 as a strategic center for growth in the organization. In September 2008, Hurricane Ike traumatized the Houston and Gulf Coast area. The healthcare system survived the storm, but the experience was a catalyst for further changes at the main data center. The group operates as a centralized IS structure for the entire Memorial Hermann healthcare system. An important part of the IT and healthcare infrastructure is based on an integrated clinical system that consolidates as much patient information as possible from a wide range of clinical systems distributed across the Memorial Hermann system.

Memorial Hermann’s ISD staff of 475 FTEs is led by David Bradshaw, Chief Information, Planning, and MarketingOfficer.BradshawwasappointedasasCIOin1997.In2004,BradshawaddedChiefMarketingOfficertohisresponsibilities,andin2006healsobecameChiefPlanningOfficer.AsCIO,DavidBradshawrelies on a tight-knit group of three advisors to keep the ISD running smoothly, including Carol DeNeefe, System Executive of ISD Network Solutions; Amanda Hammel, System Executive of ISD Technical Service; and Emily Handwerk, System Executive of ISD Applications. In addition, Marc Packard, Director of Network Solutions, ISD Network Solutions, manages the server environment, and Lee Hartley, Manager of Client Management Team manages all client devices in the organization. Together, the team supports 18,000 client workstation devices scattered across more than 90 locations. On any given day, there are 20,000 staff interacting with these devices across the system, and ISD is responsible for making sure they have secure, compliant access to the critical records they need.

Fact File: Memorial Hermann Healthcare System

Founded– 1907Located– Houston, TexasMarketSector– Healthcare Services2008 Data Beds: 3,514 Baby Deliveries: 25,411 Emergency Visits: 377,256 Medical Staff: 4,178 Physicians in Training: 1,324 Employees: 20,000 Life Fight Missions: 2,960ISDStaff– 475 professionalsWebsite– www.memorialhermann.org


Business Drivers

Memorial Hermann wanted to be an innovator in the healthcare industry, and it made a strategic decision in 2001 to aggressively invest in technology. The decision changed the course of the company. From that point forward, all technology decisions were seen through the eyes of the business goals that were driving them. Memorial Hermann began looking at new technology solutions to support the clinical decision process better and to help increase the level of patient care. It also wanted IT solutions that could improvetheoverallbusinessmanagementanddriveefficiencies.

SupportClinicalDecisionProcessOne of the biggest challenges faced in the healthcare IT landscape is supporting the care where it occurs—atthepatient’sside.TheISDteamischallengedwithfindingwaystodocumenttheclinicalinformation that doctors, nurses, and staff collect and then create and optimally deliver that information inaprocessflowthatreflectshowallpartiesinteracttogether.Thedataandsystemsmustbeeasilyaccessibletodoctorsandstaff,andtherightinformationneedstobeavailableattheirfingertipsonthefloor.Thedataandsystemsalsoneedtosupportpatientdecisionsthroughdatamovementandreliability,so that each patient receives the highest level of treatment when they are within the Memorial Hermann healthcare system.

SupporttheManagementofHospitalBusinessMemorial Hermann is constantly dealing with the complexity of managing revenue through its systems. The revenue cycle involves insurance companies, patients, additional third parties, and the hospital itself. Tracking and validating payments is essential. Finding effective ways to take all of the necessary

billing information and enter it into the system and then route it correctly is important. Client workstations are a key to this process. Strategically, MemorialHermannneededtofindeconomicalwaystoprovisionandmanagethe growing client workstation population that was used to support hospital management. Creating a centralized patient management system with appropriate levels of security was also necessary to improve productivity among the widespread staff.

Enhance Data ProtectionMemorial Hermann had made it through several major catastrophic events, including Tropical Storm Alison in 2001, which dumped 39 inches of rain on the Houston area, closing the hospital’s primary data center for two days. It

saw the potential impact such events can have on a computing infrastructure, and it was imperative that all of the data that the doctors, patients, and administrators needed was protected in the event of future disasters. The healthcare system also needed to be able to meet strict industry standards such as the Health Insurance Portability and Accountability Act (HIPAA) that included compliance stipulations around data protection was.

Increase ISD Productivity The number of clients and servers, the amount of data, and the types of applications on the Memorial Hermann IT infrastructure continued to increase at a rapid pace. Therefore, the ISD needed to enhance ISD staff productivity withbettertools.Itwantedtofindtechnologiesthatwouldimprovetheefficiencyofclient,server,anddatacentermanagementtomeetthedecreasingbudget expectations while delivering high levels of availability that the healthcare system needs. The ISD also wanted to streamline regular maintenance tasks to enable the staff to focus on more strategic projects supporting the organization’s vision of using technology to re-engineer patient care.

“We’re driving $3 billion dollars a year of net revenue through our systems in a very complex industry, where we have to agree with insurance companies what the ultimate payment was for services rendered.”

David BradshawChief Information, Planning, and MarketingOfficerMemorial Hermann Healthcare System

”Healthcare is a 24×7, year-round operation, and there is simply no tolerance for downtime any longer.”



ImproveMessagingSecurityandReduceEmailStorage Cost Several years ago, Memorial Hermann rolled out an initiative to provide all of its employees with email services. With more than 20,000 mailboxes to manage, the amount of unwanted and potentially harmful email was negatively impacting user productivity. The ISD team also sought to eliminate the impact of spam email onto its storage systems.

ManageEndpointsofExpandingHealthcareSystemWith the number of endpoints approaching 20,000, Memorial Hermann needed a better way to manage them. The ISD team wanted to standardize and centralize its application and device deployment process to more economically manage each endpoint and pinpoint the location and the configurationofeach—includingwhichapplications,softwarelicenses,andsoforth are loaded on each.

Technology Challenges

The ISD team at Memorial Hermann faced a number of technology challenges associatedwiththeabovebusinessissues.Specifically,itneededtomanagetheunyieldingdemandforISDservicesagainstthebackdropoffinite,limitedbudgets.

Manage Data Growth Data volumes were increasing rapidly. Experiencing 15 percent annual growth

indatabackupvolumes,whichhasreached80terabytes(TB),theISDteamneededtofindwaystomanage this growth effectively without increasing ISD headcount.

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Data Growth 26TB 30TB 34TB 40TB 46TB 53TB 61TB 70TB 80TBServer Growth 160 270 420 570 720 870 1,020 1,170 1,320

2001 2002 2003 2004 2005 2006 2007 2008 2009

Chart1:DataandServerGrowthSince2001Averaged15PercentGrowth

StandardizeandCentralizeHeterogeneousBackupEnvironmentAs Memorial Hermann has grown, so has the complexity of its IT environment. With a distributed infrastructure footprint, the ISD team was challenged in upholding industry standards to backup and

“The number of workstations on our network grew at a compounded annual rate of almost 15 percent over the past six years, and we see no end in sight for that growth. As we know that we cannot grow the FTE numbers at the same rate as the growth rate of devices in our environment, we need a solution that provides us with the meanstodriveoperationalefficiencies.”


“As data has continued to grow, Veritas NetBackup has helped us maintain 24×7 backup windows.”

MarcPackardDirectorofNetworkSolutionsISDNetworkSolutionsMemorial Hermann Healthcare System


protect patient data and other information across 90 locations. With heterogeneous backup systems and a multitude of different servers running in the data center environment, backup management was time consuming and challenging. The ISD team sought to centralize and standardize data backup and recovery across all systems from one management console.

ImproveBackupSuccessRatesWithin a complex backup environment at Memorial Hermann, there was also a challenge of backup success rates. The ISD team was running incremental backups on a daily basis with a weekly full backup. Any time there was a failure, a full-time network administrator spent several hours troubleshooting the issue. With the data explosion that Memorial Hermann was experiencing, it was costly to devote resources to troubleshooting.

EnsureSecurityandComplianceforDataTakenOff-SiteMemorial Hermann needed to ensure that its data was in compliance at all times with industry regulations like the Health Insurance Portability and Accountability Act (HIPAA). This included the need to ensure the security and privacy of data in transit. The existing process for moving backup tapes had potential risks, leaving the data open to security vulnerabilities, and the ISDteamwantedtoimplementamorecomprehensivesolution.Specifically,the ISD team wanted data encryption to protect tapes while they were being transported from the hospital to the offsite storage location.

ProactiveEmailFilteringandEfficient Messaging SecurityThe healthcare system receives an average of 12 million emails monthly.

Of this volume, between 60 and 90 percent is spam, and the ISD team must block it from reaching the network. Blocking spam before it entered the environment would improve email security in the form of malware and virus threats, while enhancing the productivity of hospital staff and saving on email storage.

Patch Management With an expanded—and always growing—network of clients and servers, the ISD team needed to manage security patches, many of which were often delayed and incurred a negative impact on the

organization. The ISD team’s prior patch management process for clients was labor intensive and yielded only an 80 percent success rate within each two-week period. In addition, the expansive IT environment required a centrally managed solution that would standardize the manual client patch management process, including rapid deployment of critical security patches to the DMZ. Finally, the solution needed to deploy patches without disrupting clinical studies and procedures.

Image and Provision Servers and Clients The complexity of managing the vast array of servers and clients at Memorial Hermann was placing a burden on the ISD staff. Because of the extent of its clients and servers, setting them up and provisioning them was often time consuming, with clients taking several hours and data center servers

takingaslongasaday.Asaresult,theISDteamwantedtofindawaytoimprovemanagementofimagedeployment and system updates. They also needed to be able to deploy consistent restoration of critical systems to meet Service Level Agreements (SLAs) for disaster recovery.

“Protecting the business and patient data is critical to our success. Meeting compliance with government regulations such as HIPAA and other policies is crucial. We need to take advantage of technologies that help the system to better protect our business and ultimately our patients. ”


“We have a variety of challenges managing our endpoints. Patch management is one of the biggest issues because of the vulnerabilities that come out today including zero-day threats. Hence, patching our endpoints in a timely fashion is critical.”

LeeHartleyManager of Client Management TeamISDNetworkSolutionsMemorial Hermann Healthcare System


ApplicationMeteringWiththenumberofclients,servers,andapplicationsinitsnetwork,theISDteamfounditdifficulttoefficientlytrackapplicationusageandpinpointutilizationlevelsofsoftwarelicenses.Acentralized,automated solution would allow the ISD team to accurately track application usage and re-allocate unused and under-utilized licenses.

IT Transformation

The ISD team has tackled many daunting challenges over the past decade. After sailing through Y2K, CEO Dan Wolterman recognized the potential business value the ISD organization could deliver to the larger healthcare system. Therefore, beginning in 2002, he worked closely with David Bradshaw by offering executive-

level sponsorship of a number of critical IT initiatives. These initiatives have put Memorial Hermann in a strategic position to meet the needs of its healthcare services organization.

The current economic climate and its impact on healthcare in Houston have required greater effort from the ISD to streamline processes and deliver value with the same number of staff resources. An estimated one in three residents of Houston are uninsured, making the healthcare environment extremely challenging. As a result, the ISD team is careful about selecting projects that support the healthcare provider’s efforts to remain innovative, but also meet thegoalsofefficiencygainsandcontrollingcosts.

Action Plan and Decision ProcessBradshaw and his ISD team began working on a series of IT transformation initiatives in earnest after successfully meeting the Y2K challenge in 1999 and 2000. The goal was to intertwine technology more closely with the business

in order to help position Memorial Hermann to create solutions that its competitors could not replicate. While the action plan addressed a wide variety of business-related IT projects, it included the following major initiatives from 2001 to the present:

• Centralizeandoptimizebackup-and-recoveryoperationsacrossaheterogeneousserverenvironment

• Improveendpointmanagement,includingbetterpatchmanagement,clientandserverprovi-sioning and re-imaging, and compliance reporting

• Improvemessagingsecurityandmanagement• OptimizestoragemanagementandinfluencegreenITinitiatives

BackupandRecoveryThe ISD team implemented Symantec Backup Exec for backup and recovery of its Microsoft Windows-based servers in 1999. The initial solution utilized standalone tape drives. As Memorial Hermann’s IT environment grew in complexity, the ISD team was challenged to work with multiple vendor platforms and maintain a cohesive backup strategy. To meet these challenges, the ISD team selected Veritas NetBackupandstandardizedmostbackupoperationsontoit.TheyspecificallyselectedNetBackupbecause of its reliability and scalability in a heterogeneous environment.

The migration from Backup Exec to NetBackup led to the centralization of backup-and-recovery operations, allowing the ISD team to optimize the department’s staff resources. In addition, after moving to NetBackup, Memorial Hermann deployed support for a broader range of systems, including both Microsoft Windows and IBM AIX servers.

“One of the complexities of our environment is dealing with data integrity. How do we take the data that Memorial Hermann generates, back it up, and then restore it in case we need it in case of an emergency? We use Veritas NetBackup to backup data across different server platforms, from IBM AIX- to Microsoft Windows- to Linux-based servers and bring them under one management console.”



In September 2008, the ISD team made a decision to upgrade to Veritas NetBackup 6.5 to support the ever increasing data volumes at Memorial Hermann and leverage its encryption technology for its tape backups. With the assistance of Symantec Consulting Services, the upgrade to the new version occurred with no impact on operations, enabling the ISD to continue to provide 99 percent data reliability.

With the upgrade to Veritas NetBackup 6.5, the ISD added the Media Server Encryption Option that enables Memorial Hermann to meet its data protection requirements from government regulations such as HIPAA. The ISD team initially embarked on an 18-month evaluation process in late 2007 and ultimately selected NetBackup Media Server Encryption Option on the basis of its ease of integration with the existing NetBackup deployment and itscompliancebenefits.MediaServerEncryptionOptionisusedtoencrypt

data backed up to tape, thus safeguarding the data during its transit to offsite storage. In addition, with Media Server Encryption Option implemented, the ISD team is able to ensure compliance with government regulations for patient privacy and data security.

Today, NetBackup seamlessly integrates 1,100 servers in the data center, which include data backup and recovery across IBM AIX-, Microsoft Windows-, and Linux-based platforms. The solution also supports the ISD team’s virtualization initiatives using VMware. To date, they have moved approximately 30 percent of server systems to a virtualized architecture.

EndpointManagementWith more than 1,100 data center servers and 18,000 client endpoints that were growing at an annual rate of 15 percent, the ISD team sought a better method for application patch management, hardware provisioning, and compliance reporting of its numerous endpoints. Hartley drove this initiative. In August 2004, following a thorough RFP process, the ISD team

deployed Altiris Endpoint Management solutions from Symantec for patch management, server and client provisioning, and re-imaging of servers and clients. For client management, the ISD team rolled out Altiris Client Management Suite. For server management, they implemented Altiris Server Management Suite.

Altiris Client Management Suite has vastly improved desktop provisioning. Previously, the ISD used several different products to provision both clients and servers. However, the process to reimage a desktop was slow and time consuming. As an example, only three desktop reimages could be managed hourly.

Before deployment of the Altiris Endpoint Solution, the ISD team engaged SymantecConsultingServicestoadviseonbestpracticesforconfiguration.Morerecently, the ISD rolled out in-depth reporting using Altiris Client Management Suite and application metering using Altiris Application Metering in February 2008. The solution enables the ISD team to design and establish policies on what applications are used and allowed to run on individual client endpoints.

For server management, the ISD team added inventory management with Altiris Inventory Management solution.ThisallowstheISDteamtoquicklygainknowledgeaboutadditionalinventoryandconfigureitproperly. In addition, in order to perform health checks on its different endpoints, the ISD team has relied on Symantec Consulting Services on a periodic basis.

”We’re constantly challenged to patch our devices in a timely fashion. That’s where Altiris comes in. We really liked what the product had to offer and its ability to do patch management and application deployment. Using Altiris to provision our desktops has worked wonderfully.”


“Altiris Client Management Suite has evolved for us. We started out using the basic components for patch management and provisioning and have evolved to using more in-depth reporting functions and some of the other toolsets like application metering.”


“Before Symantec Brightmail Gateway, one ISD administrator probably spent two to four hours each week simply dealing with spam-related issues. This was a lot of time.”



Messaging Security With more than 20,000 email boxes, the volume of spam had become a largeproblemby2005.Specifically,messagingsecuritybecameapressingconcern due to growing spam volumes and evolving viruses and malware. This impeded end-user productivity and created inherent security risks. Although Memorial Hermann already had a messaging security product through a previous agreement, the ISD team wanted to evaluate the market leading products to select the best solution. Memorial Hermann ran both Symantec Brightmail Gateway and the other product against its production environment for a month and found that Symantec Brightmail Gateway outperformed the competition. As a result, Memorial Hermann made the decision to invest in Brightmail Gateway.

NetworkArchitecture

“Our Brightmail Gateway product effectively filtersoutthe60to90percentof[the12million external pieces of email received monthly] which are spam. It means we’re not storing it on our servers, and our users don’t lose productivity deleting it or having it clutter up their work day work processes.”


Figure1:MemorialHermannHealthcareSystemArchitectureDiagram

Standardized backup and recovery across heterogeneous server

platforms, including Microsoft Windows, Linux, and UNIX, on Veritas NetBackup. Leverages

NetBackup Media Server Encryption Option to protect data in transit via encryption.

Interrogates more than 12 million pieces of email

a month and blocks unwanted or dangerous emails using

Symantec Brightmail Gateway.

Three data centers, one of which is primary, consisting of 700 Dell servers running Microsoft Windows, with

50 percent virtualized using VMware, as well as IBM AIX- and HPUX-based servers. Storage environment consists of EMC CLARiiON storage systems for tier one,

EMC Centera disk systems for tier two, and KeyLogic storage arrays for tier three. After 30 days, data is

backed up to Dell LTF 4 tape libraries.

Manages imaging, reimaging, and patch management to 18,000

devices throughout 90 separate locations, including desktops,

laptops, WOWs (wireless PCs on wheels), using Altiris Client

Management Suite.

Manages new and reimaged server deployment, provisions

more than 1,100 servers across the healthcare system, and delivers application patch

management using Altiris Server Management Suite.


Business Value Analysis

Symantec data protection, messaging security, and endpoint management solutions are generating substantial business value for Memorial Hermann Healthcare System. A Total Operational and Economic ImpactTM (TOEI) analysis by The AlchemySolutionsGroupidentifiedquantifiedmetricsinthefollowingareas:

• MessageFilteringProductivityGains• Backup-and-recoverylaborcostavoidanceandproductivitysavings• Clientimagingandreportinglaborproductivitygains• Serverimaginglaborproductivitygains• Patchmanagementlaborproductivitygainsforserversandclients• Storagecostavoidancefromspamelimination

Calculations for all ISD FTE labor productivity savings are based on the average net mean salary of $72,3101 and a 2.82 percent average year-to-year salary increase. Likewise, employee productivity gains are based on a net mean average salary of $50,0003 and a 2.8 percent year-to-year salary increase.

MessageFilteringProductivityGainsMemorialHermannhasseensignificantlaborproductivitygainsfortheISDteamandemployeessinceimplementing Symantec Brightmail Gateway appliances. After installing Symantec Brightmail Gateway appliances,incomingemailtraffichasdecreasedbyanaverageof70percent,from12millionpermonthto3.6 million. End users no longer spend up to 15 minutes each day cleaning spam from their mailboxes. The resulting end-user productivity gain from August 2006 through December 2009 is approximately $31.6 million. In addition, the ISD team no longer needs to dedicate one FTE for an average of three hours each weektofilterandcleanspamfromtheenvironment.

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$5,000,000

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$11,000,000

IT Productivity Gain $1,860 $4,971 $5,111 $5,254

End-user Productivity Gain $3,412,021 $9,119,650 $9,375,000 $9,637,500

2006 2007 2008 2009

Chart2:SpamFilteringLaborProductivityGains

BackupandRecoveryCostAvoidanceandProductivityGainsSince 2001, the rapid growth of data and backup volumes presented the ISD team with the need to hire additional administrative staff to manage backup-and-recovery operations. Indeed, since Memorial Hermann migrated data protection for its Microsoft Windows-based environment onto Veritas NetBackup in 2001, the data center server environment grew from 160 servers to 1,320 servers in 2009, though the number of

IT Evolution at Memorial Hermann Healthcare System

Fall1999Deployed Symantec Backup ExecJanuary 2002Replaced Backup Exec with Veritas NetBackup for managing backup and recovery of Microsoft Windows serversApril2002Extended Veritas NetBackup for backup and recovery of IBM AIX, Unix, and Linux-based environmentsAugust 2004Implemented Altiris Client Management Suite and Altiris Server Management SuiteAugust 2005Rolled out Symantec Brightmail Gateway for messaging securityMay2009Added NetBackup Media Encryption Server Option for protecting data privacy and security

Symantec Brightmail Gateway dramatically decreased incoming spam, improving ISD and end-user productivity and saving storage. Starting in August 2006, each individual end user gained an average of 15 minutes daily. In addition, one FTE ISD staff member no longer expends three hours weekly dealing with spam-related issues.


FTEs managing backup and recovery has grown by just two. Without Veritas NetBackup, the ISD team estimatestheywouldhaveneededanadditionalfiveFTEsforbackupandrecovery.

The ISD staff is also spending less time addressing backup and recovery related issues. Previously, two hours daily were required to manage failed backups and other related tasks. Since the deployment of VeritasNetBackup,thishasbeenreducedtoonly30minutes.ThelaborcostavoidanceoffiveFTEs,coupled with the productivity gain from managing issues, equates to more than $1.7 million—both realized and projected—from January 2001 through December 2009.

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IT Labor Productivity Gain $9,721 $9,993 $10,273 $10,560 $10,856 $11,160 $11,472 $11,793 $12,124

IT Labor Cost Avoidance $36,761 $43,302 $105,215 $104,001 $171,061 $241,795 $244,046 $320,568 $401,184

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Chart3:BackupandRecoveryLaborProductivityGainsandCostAvoidance

EndpointManagementSavingsWith more than 1,100 data center servers and approximately 18,000 client endpoints, the ISD team neededtodriveoperationalefficienciesintheprovisioningandreimagingofitsextensivehardware.Todoso, the ISD team relies on Altiris Client Management Suite and Altiris Server Management Suite.

Client Imaging and Reporting Labor Productivity GainsMemorialHermannhasbeenabletorealizesignificantlaborproductivitygainsfromusingtheAltirisClientManagement Suite to provision new clients and re-image existing ones. Labor productivity savings associated withreimagingaresignificant;forexample,theISDteamre-imagesallits3,500clinicalworkstationstwicea year. With Client Management Suite, the ISD team can provision or re-image clients much faster, and in much greater quantities, taking the average number of units imaged per hour from 3 to 50.

The same improvements have also positively impacted provisioning of new and reimaged client units. New units have grown from nearly 500 units in 2004 to a projected 2,400 units in 2009, with an average of 200 new units imaged each month. In addition, Memorial Hermann now averages 250 reimaged units monthly,whichhasgrownfrommorethan50unitseachmonthin2004.ThebenefitsoftheAltirissolution also extend to monthly inventory and patch reporting, which have both been reduced from 16 hours each month to 2 each month.. The Alchemy Solutions Group projects productivity gains—realized and projected—for all client devices to be $648,036 from August 2004 through December 2009.

Backup and recovery for Microsoft Windows consolidated onto Veritas NetBackup in 2001. Backup and recovery for IBM AIX- and Linux-based environments extended to Veritas NetBackup in 2002. The number of servers managed by each FTE grew from 160 in 2001 to 440 in 2009.


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Inventory Reporting $4,680 $11,547 $11,870 $12,202 $12,544 $12,895

Reimaging PCs $6,231 $17,680 $20,901 $24,710 $29,212 $34,534

New Units Imaging $4,985 $14,144 $16,721 $19,768 $23,369 $27,627

Clinical Workstation Project $14,539 $41,251 $48,764 $57,656 $68,161 $80,580

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Chart4:ISDProductivityGainsfromClientManagementImprovements

Server Imaging Labor Productivity GainsThe business value from Altiris Server Management Suite mirrors that achieved on the client side. For example, prior to deploying Altiris Server Management Suite, it took an average of six hours to provision one data center server. Since the deployment, this task was reduced to two and one-half hours or an aggregate annual savings of 850 hours for 150 new servers and 96 reimaged servers. The labor productivity gains for server imaging and reimaging execed $161,255 from August 2004 through December 2009.

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Reimaged Servers $4,480 $11,053 $11,363 $11,681 $12,008 $12,344

New Servers $7,000 $17,271 $17,754 $18,251 $18,762 $19,288

2004 2005 2006 2007 2008 2009

Chart5:ISDProductivityGainsfromServerManagementImprovements

Patch Management Labor Productivity Gains for Servers and ClientsThe software patch management process is critical to keeping Memorial Hermann’s data center servers and client devices (desktops, laptops, and WOWs) current with updated software and security patches. Since deploying Altiris Client Management Suite and Altiris Server Management Suite, Memorial Hermann

Productivity gains realized from Altiris Client Management Suite have averaged more than $108,000 each year since deployment in August 2004. The time to complete planned projects such as the twice-a-year Clinical Workstation updates, monthly new and reimaged PCs, and routine reporting have all improved dramatically.

Prior to deploying Altiris Server Management Suite in August 2004, it took an average of six hours to provision one server. Since the deployment of the Altiris solution, the time per server has been reduced from six hours to 30 minutes, an annual productivity gain of 850 hours.


reduced the time spent on patch management for data center servers from two ISD FTEs working 20 hours monthly to one ISD FTE working one day each month. This equates to an annual productivity gain of 383 hours. Similar gains have been realized for clients—desktops, laptops, and WOWs—which has been reduced from three ISD FTEs spending 120 hours monthly to one ISD FTE spending 24 hours monthly. This equates to an annual productivity gain of 1,152 hours. The Alchemy Solutions Group pinpoints aggregate realized and projected labor productivity gains of $287,675 from August 2004 through December 2009.

$0

$10,000

$20,000

$30,000

$40,000

$50,000

$60,000

Server Patch Management $5,120 $12,632 $12,986 $13,350 $13,723 $14,108

Client Patch Management $15,360 $37,897 $38,958 $40,049 $41,170 $42,323

2004 2005 2006 2007 2008 2009

Chart6:ISDLaborProductivityGainsfromEffectivePatchManagement

StorageCostAvoidancefromSpamEliminationAfterinstallingSymantecBrightmailGatewayappliances,incomingemailtraffichasdecreasedbyanaverage of 70 percent, from 12 million per month to 3.6 million. Reducing the amount of spam entering the system also created email storage cost avoidance for Memorial Hermann. Based on an average cost of $15 per gigabyte and an average email size of 15,000 kilobytes,4 Memorial Hermann will save $74,311 from August 2006 to December 2009 in storage space savings.

$0

$5,000

$10,000

$15,000

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Storage Space Savings $14,791 $17,120 $19,721 $22,680

2006 2007 2008 2009

Chart7:SpamFilteringStorageCostAvoidance

Since deploying Altiris Client Management Suite and Server Management Suite in August 2004, the ISD team has seen productivity gains in patch management. For servers, which previously took two FTEs working 20 hours each month to image and reimage, now one FTE is required to work one day each month, equating to an annual productivity gain of 383 hours. Patch management for workstations and laptops has been reduced from three FTEs working 120 hours monthly to one FTE working 24 hours each month. This equates to an annual productivity gain of 1,152 hours.

Symantec Brightmail Gateway reduces malicious emails that take up storage space. Deployed in August 2006, monthly emails, which have grown 10 percent each year since 2006 to an average of 12 million per month, are reduced by an average of 70 percent before they enter the environment. This will equate to 1.5TB in 2009.


Conclusion

In a healthcare environment, nothing is more important than the patient. This is embodied across the Memorial Hermann organization and is extended to the ISD team. Over the past decade, the team has worked to leverage technology to enable better patient services. Symantec has played an important role at various stages of this process. The business value Memorial Hermann has achieved, spanning January 2001 to December 2009, includes the following:

• SpamFilteringLaborProductivityGains:$31.6 million in IT and employee labor pro-ductivity gains from August 2006 through December 2009 by deploying Symantec Brightmail Gateway.

• BackupLaborProductivityGainsandCostAvoidance:$1,765,886 in ISD labor cost avoidance and productivity gains from January 2001 through December 2009 by consolidat-ing backup-and-recovery operations onto Veritas NetBackup.

• ClientEndpointManagementProductivityGains:$648,036 in realized and projected productivity gains through the use of Altiris Client Management Suite to image and reimage client workstations and produce reports from August 2004 through December 2009.

• ClientandServerPatchManagementLaborProductivityGains:$287,675 in total labor productivity gains from August 2004 through December 2009 through improved patch management using Altiris Client Management Suite and Altiris Server Management Suite.

• ServerProvisioningandReimagingLaborProductivityGains:$161,255 in ISD labor productivity gains through faster reimaging of servers and provisioning of new servers using Altiris Server Management Suite from August 2004 through December 2009.

• StorageSpaceCostAvoidance:$74,311 in storage cost avoidance by eliminating spam emails before they enter the environment from August 2006 through December 2009.

Notes1. “May 2008 State Occupational Employment and Wage Estimates: Computer and Mathematical Science Occupations,” Bureau of Labor Statistics, http://www.bls.gov/oes/current/oes151099.htm.2. “Occupational Employment Statistics: Annual Employment and Wage Estimates,” Bureau of Labor Statistics, http://www.bls.gov/oes/oes_arch.htm.3. Estimated end-user salary provided by Memorial Hermann Healthcare System, April 2009.4. Storage cost per gigabyte and average email size provided by Memorial Hermann Healthcare System, April 2009.


Greg Malacane, Director, Research & [email protected]

The information contained herein is subject to change without notice. The only warranties for products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. The Alchemy Solutions Group and Symantec shall not be liable for technical or editorial errors or omissions contained herein.

TheAlchemySolutionsGroup www.alchemygroupinc.com

The Alchemy Solutions Group is a global strategic consulting company providing a variety of services including market research and publishing to Fortune 1000 companies. Alchemy has the industry knowledge and expertise to enable program support for organizations with a high client touch ratio in sales, marketing, and customer support.

The Total Operational and Economic ImpactTM (TOEI) Research and Publishing Practice delivers both public and private research services which measure a product’s positive and potentially negative impact in post-implementation environments. An example of the public communication mediums is the Business Value AnalysisTM (BVA).

Alchemy leverages deep industry expertise and formal research best practices to understand the key attributes of and constraints on corporate performance. TOEI research enables our clients to drive value-based education and integrated marketing best practices.

StanleyKing–ManagingDirector [email protected]

As MD of The Alchemy Solutions Group, Stanley is responsible for establishing strategic relationships with executives who are committed to understanding the economic impact that products and services have in the global supply chain. Stanley’s international sales and marketing experience and TOEI research provide industry executives the candid insight required to help transform their employees, customers, and extended supplychainbasedontheresearchfindings.TherepurposingofTOEIresearchhasprovenvaluabletoproduct development, product marketing, enterprise sales, and customer support organizations.

Prior to founding The Alchemy Solutions Group, Stanley served in the software industry for 19 years in mergers&acquisitions,executivemanagement,fieldoperations,salesmanagement,andsales.HisglobalexperienceinlargecompanieslikeOracleandinsmallerfirms,includingtechnologystart-ups,allowshimtobring a wealth of insight to the support of Research and Publishing efforts at The Alchemy Solutions Group.

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