ORION HEALTH APPLICATION MANAGED SERVICES (AMS) ORION HEALTH CLIENT SUPPORT SERVICES FRAZER DIXON OCTOBER 2016

Agenda Orion Health support options Application Managed Services Benefits Example scenario Features Proactive Monitoring AMS Hosted / Software As A Service Q&A Page 2 2016 Orion Health group of companies

SUPPORT OPTIONS

Deployment Models Orion Health Managed Services Support Orion Health Responsibility Support Support Applications Database Applications Database Hardware Network Infrastructure Self Hosted Applications Application Managed Service Hardware Hosted/ Software as a Service Support Customer Responsibility Database Hardware Network Infrastructure Network Infrastructure Support Support Page 4 2016 Orion Health group of companies

Scope of standard service (CSS) Orion Health Service Desk 3 rd Line Support Break Fix Contract 24 x 7 service Availability Product / Licensing Support Provided by a team of people based in London OH Team to react on submissions by your support team Out of Hours support for Major Incidents Regional and Global support on Product(s) Provisioning of Release Packages In line with Orion Health s Release Cycle Page 5 2016 Orion Health group of companies

1 st, 2 nd, 3 rd line Client IT Team to provide 1 st & 2 nd Line support to end-users 1 st Line team to also provide interface with end-users 1st Line Help Desk Triage 2 nd Line Initial investigation Evidence Gathering Escalation to OH 3 rd Line Orion Health Break Fix Product Support Orion Health to provide 3 rd Line, break fix support OH to provide 24x7 on-call function for Major incidents OLAs to be setup amongst all support tiers Closure Closure Page 6 2016 Orion Health group of companies

APPLICATION MANAGED SERVICES

Application Managed Service (AMS) Client Hosted Expert management of Orion Health applications from the people that wrote the software. In addition to existing Break/Fix support Customer s IT staff support hardware, OS, network, data and run Tier 1 help desk Hardware and licenses owned by customer Orion Health Responsibility Support Applications Database Orion Health manages: Orion Health applications (performance and business continuity) Application Managed Service Hardware Change control All environments (Dev, Test, PreProd, Training & Live) Pro-active remote monitoring (Splunk/Rhapsody) Preventative maintenance and upgrades Customer Responsibility Network Infrastructure Support Page 8 2016 Orion Health group of companies

AMS benefits Your team can focus on what they are best at Benefit from wider knowledge within Orion Health team Proactive 24x7 Monitoring so you don t have to Business continuity and improved clinical safety Stable, monitored applications. Less down time Faster service availability in the event of an outage. Page 9 2016 Orion Health group of companies

AMS benefits Upgrade to latest version included Workforce efficiency within your stakeholder environment. Staff and users. Improved account servicing Assigned service delivery manager. Specialized support team. Proactive Page 10 2016 Orion Health group of companies

AMS benefits Proactive maintenance ongoing FARs etc. Reduction in severity 1 and 2 issues. Evolving incident and problem management processes Ongoing continual service improvement Page 11 2016 Orion Health group of companies

AMS Short term cover Yearly AMS contract for predefined period of time For example 1 month of time in week chunks Monitoring setup Rhapsody only monitoring. Production environment Ideal for holiday cover Defined notice period prior to engagement. Orion Health Responsibility Customer Responsibility Support Applications Database Application Managed Service Hardware Network Infrastructure Support Page 12 2016 Orion Health group of companies

EXAMPLE SCENARIO

AMS Example: CUSTOMER INCIDENT JULY 2016 Sunday 3 rd July 0830Hours Alerting generated a Pager Callout to Orion Health Engineer. 0845 Hours Engineer communicates to customer and Orion Health management that he has a Level 1 and that he has logged in and is investigating. 0930 Hours Cause of issue identified and resolution plan commenced. 1000 Hours Action plan to resolve validated by second engineer engaged because it involved clear down of historical files. 1015 Hours OH Service Delivery Manager and Client Manager updated on plans and progress. 1130 Hours Clear down of files completed and services restarted. 1145 Hours Monitoring of services confirms that services are running normally 1150 Hours Request to confirm services are as customer expects sent and Support Tracker Updated with details of action. 1200 Hours Customer confirms that all is running normally and Support Tracker is Closed. Page 14 2016 Orion Health group of companies

POST INCIDENT PROBLEM MANAGEMENT 1. Root Cause Analysis (using ITIL based template) commenced. 2. Detailed record of the incident timeline, the issues encountered and the actions taken to resolve the issue produced. 3. Post Incident Problem Management generated Recommendations and Actions. Root Cause Identified: errors generated by customer catalogue errors, i.e. error log is filling space because application cannot find reference data in catalogue. Actions: 1. Introduce procedure to deliver report monthly of the top unmatched data errors to the customer for investigation. 2. Investigate whether Housekeeping jobs are working whether frequency needs to be adjusted to accommodate increase in workload. No change required. 3. Investigate Disk Space thresholds and adjust to accommodate increase in workload. Adjustment made to provide earlier alerting. All actions completed by the time the full RCA was issued (within 10 working days of incident) All data, reports and actions stored in Orion Health Knowledge Base (WOKI) under AMS customer specific framework. Page 15 2016 Orion Health group of companies

FEATURES

AMS Features Proactive, not reactive focus Full service, local 24x7 support and maintenance team Performance and availability Team expertise Continuous monitoring of the Orion Health software Page 17 2016 Orion Health group of companies

AMS Features Monitoring system Pager and email alerts to AMS monitoring team 24x7. Immediate action to alerts / warnings Application restarts etc performed Downtime minimized as a result. Page 18 2016 Orion Health group of companies

AMS Features Service Delivery Manager Incident and Problem management RCA performed for level 1 incidents. Change management Proactive maintenance ongoing FARs etc. Page 19 2016 Orion Health group of companies

AMS Features ITIL based processes (ongoing development) Team knowledge greatly enhanced Requirement for your team input into issues reduced. Proactive service goal is to achieve smooth running environment. Page 20 2016 Orion Health group of companies

HOSTED

HOSTED/Software as a Service (SaaS) Building on AMS Private cloud deployment With our hosting partners, Orion Health builds, maintains, hosts and manages all environments (hardware and software) Orion Health software hosted. Run by a complete team, across all disciplines Proactive monitoring and maintenance through AMS Reporting on usage, security, incidents, outages and SLAs Secure, compliant and highly available Orion Health Responsibility Customer Responsibility Support Applications Database Hardware Network Infrastructure Hosted/ Software as a Service Support Page 22 2016 Orion Health group of companies

AMS with Hosting benefits All AMS benefits Future proof Infrastructure requirements greatly reduced Hardware Maintenance Team / hiring One team manages your Orion Health software and hardware providing greater efficiencies. Page 23 2016 Orion Health group of companies

MONITORING

Proactive Monitoring Splunk and Rhapsody monitoring combined. Identify and prevent / respond to issues Monitoring continually being refined / adjusted for best results. Pager alerts so team is aware of issues / preventative alerts. JVM Monitoring Page 25 2016 Orion Health group of companies

Proactive Monitoring CPU Page 26 2016 Orion Health group of companies

Proactive Monitoring IIS Page 27 2016 Orion Health group of companies

Proactive Monitoring 24x7 Pager alert system Page 28 2016 Orion Health group of companies

Proactive Monitoring Page 29 2016 Orion Health group of companies