Siemens Remote Service
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1 Siemens Remote Service Capitalize on a new dimension in system support
2 Introduction / Contents Siemens Remote Services (SRS) Mastery of growth, dynamics and big diversity of systems in a complex environment with HP Operations Manager, blue elephant systems MIDAS, HP Configuration Management and further tools. Contents Siemens Healthcare objectives Siemens Remote Service - Overview Enhanced Productivity Services on top of SRS Tools for managing the Event Monitoring Page 2
3 Siemens Healthcare Objectives
4 Siemens Healthcare First integrated diagnostics company In-vivo diagnostics (Medical imaging systems ~ 191,000 in September 2007) X-Ray Computed Tomography Magnetic Resonance Molecular Imaging Ultrasound UPTIME Services Healthcare IT In-vitro diagnostics (Medical laboratory systems) Immunodiagnostics Nucleid Acid Testing Clinical Chemistry Hematology Urinalysis Lab Automation Near Patient Testing Page 4
5 Siemens Healthcare Key factor for success: support centers Regional Support Centers Support on 24 hours, 365 days worldwide 200 headquarter experts More than 500 regional support engineers Follow the sun concept On-line knowledge base providing comprehensive data for engineers Remote System Management (Event Monitoring & Software Updates) with Siemens Remote Service Remote Diagnosis and Repair with Siemens Remote Service Page 5
6 Siemens Remote Service - Overview
7 Siemens Remote Service Capitalize on a new dimension in system support Customer s facility Siemens Service Center bi-directional Siemens Remote Service combines high-tech medical engineering with state-of-the-art technology. Siemens Remote Service combines high-tech medical engineering with state-of-the-art technology Page 7
8 Siemens Remote Service Data security and privacy as fundamental prerequisite Most problems can be detected and corrected based on technical data from the system. Access to patient data is, in most cases, unnecessary. Should access to patient data become necessary, we require: Sophisticated authentication and authorization procedures State-of-the-art encryption technologies and logging routines together with Strictly enforced organizational measures Page 8
9 Siemens Remote Service Standard Services and EPS Page 9
10 Diagnosis & Repair > powered by Siemens Remote Service Customer s facility Siemens Service Center Detect and repair Key Faster Response Benefits Better Assistance Higher Uptime Page 10
11 Diagnosis & Repair > powered by Siemens Remote Service Customer s facility Siemens Service Center Detect and repair Diagnosis and Repair is based upon secure web technologies which allow a controlled access to the customer system. Page 11
12 Event Monitoring > powered by Siemens Remote Service Customer s facility Parameter deviations Siemens Service Center Appropriate action Key Early detection Benefits of potential malfunctions Scheduled on-site visits Increased system availability Page 12
13 Event Monitoring > powered by Siemens Remote Service Customer s facility Parameter deviations Siemens Service Center Appropriate action Event Monitoring is based on agent technologies residing on the customer s device. Agents are also able to react on parameter deviations with defined local actions which can initiate a Self-Repair. Page 13
14 Software Updates > powered by Siemens Remote Service Customer s facility Siemens Service Center Software Updates Key Uninterrupted Benefits workflow Investment protection: System follows state-of-the-art Page 14
15 Software Updates > powered by Siemens Remote Service Customer s facility Siemens Service Center Software Updates Key Distribution of Benefits software updates is based on agents residing on the customer s device. The agents allow software downloads in Push or Pull mode. Page 15
16 Enhanced Productivity Services on top of SRS
17 Guardian Program TM > powered by Siemens Remote Service Page 17 Even the smallestsystem malfunction can have severe consequences
18 Guardian Program TM > powered by Siemens Remote Service Page 18
19 Guardian Program TM > powered by Siemens Remote Service Customer s facility Siemens Service Center Real-time monitoring Repair Key Real-time Benefits proactive remote monitoring Guaranteed repair time* High level of system availability possible Page 19 *Guarantee is subject to the terms and conditions of the service agreements
20 Siemens Virus Protection > powered by Siemens Remote Service Page 20
21 Siemens Virus Protection > powered by Siemens Remote Service Customer s facility Siemens Service Center Update & Cure Event Monitoring Key Excellent Benefits defense against malicious software attacks Increased system reliability, availability and smoother clinical operations Page 21
22 Tools for Managing the Event Monitoring
23 Event Monitoring Used modules and products: Proactive Event Management (HP Software based) HP Open View Operations, version 8 Software Distribution (HP Software based) HP Open View Configuration Management, version 5 Asset Management (HP Software based) HP Open View Configuration Management, version 5 strategic partnership with Hewlett Packard Page 23
24 Event Monitoring a case for HP Operations Manager with the administrative help of blue elephant system s MIDAS Page 24
25 Event Monitoring HP Operations Manager (HP OM) SRS - Objectives Operations Agent installed on all clinical devices for event monitoring: HTTPS Operations Agent software pre-installed on clinical devices New clinical devices automatically added to Operations Manager for UNIX 8 when going live in hospital OS type, device type, hospital, etc. automatically identified by checking SIEMENS inventory as part of the HTTPS agent certificate granting process Device-specific policies automatically deployed Typical events to be monitored: MR devices: Helium level and temperature (Helium as cooling liquid) CT devices: Tube errors HS Imaging devices: Database errors Page 25
26 Example: MR Cold head Monitoring Cold head maintenance exactly when required Local Shield service temperature organization exceeds arranges limit of 75 K appointment with customer Shield temperature of MR system back to normal Specialist SMC informs replaces call desk coldhead in Belgium displacer and adsorber Page 26
27 Example: MR Cold head Monitoring Result No disruption of patient examination and clinical workflow Increased efficiency through scheduled service Avoidance of cost through preventive change Page 27
28 Event Monitoring Graphical User Interface Page 28
29 HP Operations Manager administration with MIDAS blue elephant system s SRS - Objectives MIDAS is the only option to keep track of the HP Operations Manager s dynamic environment with: Managed Nodes in Productive environment 2 Node Hierarchies appr. 500 Node Groups appr Layout Groups appr. 500 Policy Groups with appr Policies appr Operators 1 x OM/U Test server 1 x OM/U Release server 3 x OM/U Production server Page 29
30 HP Operations Manager administration with MIDAS Facts in the daily business: Increasing number of all OM/U elements (Nodes, Users, Node Groups, etc.) Shorter Release cycles New services Higher SLA s Requirements for the HP Operations Management administration: Quality assurance (3-level-development process with Development-, Release- and Productive Environment) Efficiency Automation Versioning Documentation Page 30
31 HP Operations Manager administration with MIDAS Example Policy development process with MIDAS Living the 3-level-development process Much more efficiency when editing and transferring policies Using MIDAS versioning Using MIDAS documentation feature Development Release Production Development and test of policies for new products or policy changes Integration- and system tests / release of new or changed policies. Operations within the 3 productive environments in the SRS infrastructure. Page 31
32 HP Operations Manager administration with MIDAS Page 32
33 Thank you for your attention! Page 33 Copyright Siemens AG All rights reserved.
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