Unimed Curitiba reaches 100% of processes monitored with OpMon.
OpMon was implemented to monitor the IT services that operate the critical business processes of Unimed Curitiba. Among them, the system authorizing procedures, receipt of electronic bills, invoicing processing, and collection. Within approximately 70 days, the IT team of the Cooperative and the partner HA Projetos implemented the solution. The management measures the performance of the systems and signals the workload, notifying the support teams for corrective and preventive actions aiming at assuring the maximum availability of the applications.
Unimed Curitiba processes, on a daily basis, more than 80,000 transaction, among them authorizations of beneficiaries’ exams and surgeries. With such huge volume, it is crucial to the Cooperative to close follow such movements and assure that each of the transactions is processed, met, and paid within the shortest time as possible.
For this monitoring, Unimed Curitiba selected, in the second semester of 2010, OpMon – by the Brazilian designer OpServices. According to Altevir Cardoso Junior, IT Infrastructure Supervisor of Unimed Curitiba, an evolution in the response time was reached. “Previously, at around 70% of the requests were responded by the authorizing system within five seconds. Today, such percentage grew and oscillates between 98% and 99% of the responses”, Altevir affirms.
Currently, around 285 ICs (hosts) are monitored, such as servers, in addition to more than 2,350 attributes of ICs (services), such as HD, software, and memory of the computers. “Among the main features of OpMon, it is possible to accurately identify which the problem root is and arguing with facts if it will be required to replace the machine, for example, due to the slowness claimed to IT”, explains Dario Bestetti, CEO of OpServices.
Business KPIs: monitoring goes beyond IT
In 2012, five new clinical analysis laboratories were implemented, where blood exams, among other collections, are made. In such new units, OpMon has been already used to monitor the transactions performed between the laboratory system and the management system of the cooperative.
For Hélio Filho, technical officer of HA Projetos, the monitoring may be very strategic to the company’s business, especially when there are people trained to act when there is any alert. “IT of Unimed Curitiba has innovated, and went through the opposite way of the others: it started by the business monitoring and then it extended to all IT devices, bring managerial and analytical information to all leaders, which see the dashboards as a crucial service to the business”, he affirms. According to Altevir, the control and monitoring process of Unimed Curitiba called the attention of several mates of other companies that visit the solution.
Monitoring with robots – OpCEM
For example, OpMon robots are programmed to access, at every two minutes, the system authorizing appointments. Their work is to test if the typical functions of the system are compliant, and if they are with response below the expectancy or with no response, the tool sends an alert to the e-mail of the support team and signalize on a dashboard in the IT room of Unimed Curitiba. “Before we would only have known of the failure of the authorizing system when a doctor, for instance, called us complaining that he/she could not register a certain appointment. Now we act before any system failure”, Altevir explains.
In addition to medical appointments, OpMon monitors other business inputs such as electronic bills sent by hospitals, for example. The system monitors the electronic receipt, indicating if the posting, consistency, and processing services are operating within normal levels.
Dashboards
Currently, within the concept of management at sight, six monitors at TI NOC allow that the support team and Service Desk to follow-up the services. Two more monitors give transparency to the operational data of interest of the business. Services of robots also simulate typical transactions and provide continuous feedback to the support team on the performance and availability of services.
