13-Jun-2018 Ensuring Consistently Smooth Performance of SingHealth’s SAP 24/7 Page ContentKeeping mission-critical systems in public healthcare running like clockwork is a demanding task. One systems’ failure could have a cascading effect and potentially bring everything to a halt, and worse, affect patient care and life-saving medical procedures. IHiS’ Service Delivery – Patient Systems team manages the Systems, Applications and Products Industry Solution for Healthcare (SAP ISH) for all hospitals of SingHealth, the largest healthcare group in Singapore. The SAP ISH is an A&E and Inpatient core billing system. Interfacing with more than 200 systems - from data warehouse to clinical and ancillary systems, it enables patient’s admission, discharge and transfer, and generates billing information. The IHiS team keeps the SAP ISH lights on by providing first-level support night or day, rain or shine, 24/7.The ChallengesThe team receives about 300 helpdesk calls per month, and is required to be highly vigilant and pro-active in ensuring the systems’ high performance.Conducting various on-going system monitoring, such as Go-Live health checks, Early Watch Alerts and improving the systems’ performance are part and parcel of their work. A few months before a technical refresh and the data centre migration to H-Cloud data centres had taken place in November 2016, the system encountered interface slowness with the mission-critical SCM-ED System. This resulted in an increase in the patients’ waiting time. Chan Swee Tip, Senior Manager, Service Delivery-Patient Systems recalled, “we responded immediately by forming a taskforce, and identified the root cause. There were many batch jobs being scheduled to execute at approximately the same time, putting a strain to the system’s resources.”“So, we had to review and reschedule up to 300 batch jobs and be mindful of causing any disruption to daily operations. It took us three months but after that, the system’s performance improved dramatically. We reduced CPU utilisation from 95 to 60 per cent,” she added.Just last year, the team successfully conducted Secondary Site Activation of the SAP System in the Production Environment. It was the first system in SingHealth to have done so, and achieved the Recovery Time Objective (RTO) of 20 minutes without any data loss.The SystemDeployed at all SingHealth Hospitals, the SAP ISH is a cluster wide Enterprise Resource Planning (ERP) system, which supports patient management and accounting as well as medical record functions. By streamlining and integrating administrative and patient-centric processes into a single platform, the SAP ISH supports better collaboration and real time information sharing among care providers and patients, which in turn makes for higher quality and cost-effective patient care.