Health care giant McKesson harnesses HP ALM for data center transformation and dev-ops improvement

Updated: June 28, 2011

Here are some excerpts:

Andy Smith: What we've been doing over a little more than two years is improving our processes into ITIL v3. We focused heavily on change management, event management, and configuration management. At the same time, in parallel, we introduced the HP Tool Suite, for monitoring and configuration management, asset management, and automation.

What we've seen through the improvement in the processes and the improvement in the tools has been a marked improvement in all of our metrics. We've seen a drop in our Tier 1 outages of 54 percent during the last couple of years, as we implemented this tool. We've got three years worth of metrics now, and every year, the metrics have declined compared to the prior year. We've also seen an 86 percent drop in the breaches of those Tier 1 SLAs.

Doug Smith: We've been on this road of [data center] transformation now for about three and a half years. In the beginning, we focused on our production environments, which generally consist of fairly predictable workloads across multiple business units, and as Andy mentioned, quite a variety actually of models. In the past, the business units have obtained a great deal of autonomy in how they manage their infrastructure.

The first thing was to pull together the infrastructure and go through a consolidation exercise, as well as an optimization of that infrastructure. There we focused heavily on virtualization, as well as optimization of our storage environment, and to Andy's point around process, heavily invested in process improvement.

We look to continue to take advantage, both from an infrastructure perspective as well as a tools perspective, in how we can facilitate our developers through a more rapid development cycle, more securely, and with higher quality outcomes for our customers.



A couple of years into this, we began to look at our development environment. McKesson has several thousand developers globally, and these developers spread across multiple product sets in multiple countries.

If you think about our objectives around security, quality, and agility, we look to continue to take advantage, both from an infrastructure perspective as well as a tools perspective, in how we can facilitate our developers through a more rapid development cycle, more securely, and with higher quality outcomes for our customers.

Andy Smith: When we first started looking at new tools, we recognized that we had a lot of point solutions that may have been best-in-breed, but they were a standalone solution. So, we weren't getting the full benefits of the integration. As we looked at the next generation of tools, we wanted a tool suite that was fully integrated, so that the whole was better than the sum of the parts is probably the best way to put it.

We felt HP had progressed the farthest of all the competition in generating that full suite of tools to manage a data center environment. And, we believe we're seeing the benefits of that, because all these tools are working together to help improve our SLAs and shorten those mean time to restore.

Governance in place

Doug Smith: It's not unique, but to a large business like McKesson, as a federation, we have businesses that retain their autonomy and their decision-making. The key is to have that governance in place to highlight the opportunity at an enterprise level to say that if we make the investments, if we coordinate our activities, and if we pull together, we actually can achieve outcomes greater than we could individually.

Andy Smith: McKesson is a Fortune 15 healthcare company primarily in three areas: nurse call centers, medical pharmaceutical distribution, and a healthcare software development company.

It's a very federated model. Each business unit has its own IT department responsible for the applications, and in some cases, their own individual data centers. Through Doug's data center transformation program, we've been migrating those data centers into fewer corporate locations, and I'm responsible for running the infrastructure in those corporate locations.

For the products that McKesson develops and sells to the healthcare industry, in many cases, we're also hosting them within our data centers as an application service provider.

I can take the testing scripts that were used to develop the products and use those in the BAC Suite to test and monitor the application as it runs in production. So, we're able to share that testing data and testing schemas in the production world to monitor the live product.



And the bigger sum of the whole to me is the fact that I can take the testing scripts that were used to develop the products and use those in the BAC Suite to test and monitor the application as it runs in production. So, we're able to share that testing data and testing schemas in the production world to monitor the live product.

Doug Smith: As you look across product groups and our ability to scale this, and with Andy's capability that he is developing and delivering on, you really see an opportunity for a company like McKesson to continue to deliver on its mission to improve the health of the businesses that we serve in healthcare. And, we can all relate to the benefits of driving out cost and increasing efficiency in healthcare.

So, at the highest level, anything that we can do to facilitate a faster and more agile development process for the folks who are delivering software and services in our organization, as well as help them provide a foundation and a layer where then they can talk to each other and build additional services and value-added services for our customers on top of that layer, then we have something that really can have an impact for all of us.
Featured Research
  • 2017 Contact Center Software Trends

    Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more

  • The Social Intranet: A guide to getting better business results

    This whitepaper describes why the shift from a traditional to a social intranet is imperative to staying competitive, and analyzes the costs and benefits associated with implementing one. You will also find useful KPIs to measure performance and further leverage your intranet's success, raising employee engagement and boosting your competitive advantage. more

  • How to Select Contact Center Software in 9 Steps

    Your choice of contact center software will affect the future success of your business. Don’t leave this important decision to chance. This guide provides nine actionable steps for the selection process. more

  • [Infographic] 15 Questions to Ask When Selecting a VoIP Provider

    Deciding which phone system is right for your business can be difficult. With our VoIP technology blueprint, discover the top 15 questions you should ask VoIP vendors before you make a buying decision. more

  • 2017 Business VoIP Buyer's Guide

    In 2017, more business will transition to a VoIP phone system. If you are among them—or if you’ll be upgrading an existing VoIP system—you need to learn about the latest technologies and market trends. more