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2 CENTERVIEW INCIDENTMANAGED MANAGED New LANDesk system provides top-notch IT service through Epic transition . . . and beyond By Bruce coleman In the days following the University of Mississippi Medical Center’s transition to an electronic health records system, the flurry of activity that was the Division of Information Systems’ Epic Command Center in the LC Building on Lakeland Drive would have reached critical mass but for a single piece of software infrastructure. As the number of UMMC employee requests to the DIS Service Desk exploded from an average of 250 a day to close to 15,000 a day after the Epic switch was pulled June 1, a brand-new incident management system was given its greatest challenge. Communications flowed so smoothly that no one outside of the command center would have suspected that DIS had implemented the LANDesk incident management system a mere four days before the Epic transition had taken place. “We had a very short amount of time to get an incident management system up and ready to be able to handle the amount of resources needed for Epic,” said Brindley Kuiper, director of IT operations. “We wanted a clean system, so we started from scratch, adding people to the system and configuring it. We didn’t import anything from the old system to the new one.” According to Kuiper, the decision to convert to the LANDesk system so close to the organization-wide electronic health records implementation was bold, yet calculated. “Going into Epic created a lot of change,” he said. “We needed to be able to manage that change much more efficiently. We were using another version of a service desk management tool, but it was about five or six years old. There was a need to upgrade that system due to its age and the vulnerability of that system. “Knowing that Epic was coming, we thought it would be a good Chancellor University of Mississippi: dan Jones, M.d. Vice Chancellor for Health Affairs: James E. Keeton, M.d. cENTERVIEW | June 25, 2012 Editor: Bruce coleman Staff Writers: Patrice Sawyer Guilfoyle, Jen Hospodor, Jack Mazurak, Matt Westerfield June 25, 2012 Published by the Division of Public Affairs at the University of Mississippi Medical Center Photographer: Jay ferchaud Support Staff: lynn Griffin, Peggy Wagner Chief Public Affairs and Lead Designer: To browse archives or read the most current CenterView, visit the Public Affairs website Communications Officer: Tom fortner derrick dyess http://publicaffairs.umc.edu — CenterView is printed by the UMMc department of Printing — For more news and information of interest to the Medical Center family, visit Medical Center News online (http://info.umc.edu/) time to look at some of the different customer service tools that were available to help us manage the EHR transition.” DIS leadership landed on LANDesk, not just for what it could provide IT staff during the Epic transition, but also for how it would help them manage Service Desk queries in the future. Medical Center employees may continue to access the Service Desk by calling 4-1145 or e-mailing servicedesk@umc. edu. But the centerpiece of the new system is a state-of-theart in-service portal that provides employees unprecedented Kuiper access to their Service Desk queries 24 hours a day, seven days a week. “There’s a lot of automation behind LANDesk,” Kuiper said. “One of the most important aspects of this new system is the ability for end-users to log into their “myservicedesk” portal, where they can log new incidents and review existing tickets without having to call or e-mail the service desk. “It’s mobile device-aware, it integrates with our other infrastructure technologies and it seems to be a very easy system to learn and to manage.” The portal also notifies employees of any system outages without having to call or e-mail the service desk. Kuiper said LANDesk also provides a dynamic inventory management tool that uses bar-code readers to help track inventory. “We can track inventory from the time it’s ordered until we deliver it to the customer, and help manage it during its life cycle,” he said. Employees can access the portal by typing “myservicedesk” into their Internet address bar and entering their UMMC login credentials. DIS staff have embraced LANDesk with gusto. The enhanced automation allows for less hands-on ticket processing from their end, while UMMC employees can manage their own incidents and request certain software installations to their workstation automatically. The system provides DIS staff greater access to their assigned incidents due to cross-platform compatibility. “We’re still in the midst of the Epic transition, and that continues to be our main focus,” said Kuiper, who noted the Epic Command Center will continue to field EHR calls well into July. “But the service desk could not have handled the Epic transition as well without the conversion to LANDesk. The old system was very hardware-intensive and the extra load of incidents would have made it difficult at best to maintain a stable system.” “Going forward, LANDesk will allow us to focus more of our resources on the end-user rather than having to manage the system.” For more information about LANDesk, visit http://servicedesk.umc.edu/. centerview, published every other week, is the internal publication of the University of Mississippi Medical center, the state’s only academic health sciences center. content features news of interest for and about Medical center faculty, staff and students. content may be reprinted with appropriate credit. ideas for stories are welcome and may be submitted by e-mail to bcoleman@umc.edu or delivered to: division of Public affairs The University of Mississippi Medical center 2500 North State Street Jackson, MS 39216-4505 (601) 984-1100
Restoring RENOVATION New SOD lab represents technological leap into ‘digital dentistry’ By Matt Westerfield Counting those who marched in last month’s commencement, the School of Dentistry has reached a landmark by graduating more than 1,000 dentists since enrolling its first class in 1975. And virtually every one of those graduates has worked in the original restorative clinic laboratory to build crowns, bridges and dentures for their patients. But it’s the start of a new era at the school: Current students will learn to build their restorations in a newly renovated, state-of-the-art laboratory loaded with cutting-edge equipment, flat-screen TVs and a brand-new student lounge. The lab is located on the fourth floor. A ribbon-cutting ceremony and reception is scheduled from 3-4:30 p.m. on Friday, July 13, in the new lab. “This is where they spend the majority of their time during their third and fourth years,” said Dr. Larry Breeding, professor and interim dean of clinical affairs. “I think that’s why we were able to get so much donor support — they all remember working in it.” Current students who have been displaced to other lab space around the school during construction began using the new lab last week. Construction on the new lab began last summer, following a fundraising campaign to supplement the $2.4 million price tag, much of which was funded through a state appropriation. Thanks to alumni support, the EXCEL Campaign raised more than $400,000, exceeding its original goal by $100,000. Marla Martin, director of clinical operations, said that money paid for the lab’s upgraded equipment. The new lab features 40 workstations — including four that were de- dr. larry Breeding displays the cadent signed to be compliant with Americans iTero digital impressions system. with Disabilities Act standards — a new digital CAD/CAM room, workspace solely for the dentistry technicians on staff, and a student lounge and coffee bar overlooking the northeast corner of campus. The lab makeover also reflects the school’s leap into the digital age of dental restoration. Although Dr. Breeding and the staff have made some use of computer-aided design and computer-aided manufacturing technology, new equipment representing the future of the industry will dramatically aid students in keeping on the forefront of digital dentistry. After 27 years of service as a faculty member, Dr. Gary Reeves was named dean of the School of Dentistry in May. Reeves, who served six years in the U.S. Army before coming to the school as a student in 1980, has served as interim dean since 2010. He took the School of Dentistry helm after the previous interim dean, Dr. Butch Gilbert, retired in February 2010. Reeves is the school’s first dean since Dr. James Hupp, whose tenure lasted from 2002-08. Dr. James Keeton, vice chancellor for health affairs, said he is thrilled to have someone as respected as Reeves lead the school. “His loyalty to the school and his reputation are beyond reproach,” Keeton said. “Dr. Reeves has devoted his entire professional career to this school, and he knows every aspect of it. As dean, he is committed to addressing the oral-health challenges in Breeding says the lab now boasts two different systems for taking digital impressions: the Cadent iTero and the CEREC AC Connect, both of which are portable units that can be wheeled to the bedside and capture 3D virtual impressions by putting a special camera in the patient’s mouth. “The other thing we have is a printer that will print out an actual plastic pattern that can be cast in metal, as opposed to using wax,” said Breeding. “That’s getting to be a big thing in the industry because dental techs are in short supply.” Breeding said the lab will still emphasize the traditional processes for making crowns, bridges and dentures, “but what we’re doing now with this new technology will allow us to move into the digital age,” he said. “The industry is moving in that direction, driven partly by the technology and shortage of dental technicians. “And one of the side benefits is you can look at the 3-D image on the screen and get instant feedback. With the traditional system, it will take two or three hours before you can see what the cast looks like. From a teaching standpoint, it’s good for students to see that instantly so they can see exactly what they need to fix.” Dr. Gary Reeves, dean of the School of Dentistry, agreed with Breeding on the lab’s benefits for students. “This new clinical laboratory has the latest cutting-edge technology for the fabrication of dental restorations,” Reeves said. “The training our graduates receive here will allow them to continue to be some of the best-trained clinicians in the country. “This space is also a lot more pleasant for our students to spend the many hours that are necessary to be there.” Interim dean takes School of Dentistry’s helm Mississippi and to producing highly qualified dentists to meet those needs.” Reeves became professor of care planning and restorative sciences in 1996, was named associate dean for clinical affairs in 2003 and served in Iraq with the Mississippi Army National Guard, Dental Corps, in 2004. Reeves Keeton said Reeves will be instrumental in helping to keep UMMC well-positioned for future changes to the health-care industry. “He understands how health care is evolving in America, and he will make certain the dental school can adapt to any changes and remain true to UMMC’s overall mission,” Keeton said. June 25, 2012 | cENTERVIEW 3 CENTERVIEW
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