Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros


Do No Harm: Mastering IT Service Management Issues in Healthcare

Posted by

While many of us consider effective IT service management (ITSM) to be the cornerstone of a successful IT organization, few could classify it as a matter of life and death. Chris Carmody, SVP of enterprise infrastructure for UPMC health system in Pittsburgh, lives in a world in which ITSM is a key component of saving lives.

In a recent profile on Healthcare Informatics, Mark Hagland interviews Carmody about the details of effectively and efficiently running IT for the integrated health system with more than 20 hospitals, 60,000 employees, and 1,000 sites of care. What is Carmody’s overall plan for the organization’s IT future? How does he prioritize the end user? And, what’s next for the healthcare mega-giant?

Tweet this: Find out how UPMC Health System mastered their #IT Infrastructure for 1000 sites using Cherwell

Among other things, Carmody discusses the biggest lessons he’s learned in his time at UPCM. “…it’s not just about the technology,” he explains to Hagland. “It’s about the people and processes. One of my biggest opportunities and one of the most exciting opportunities I have as an IT leader here at UPMC, is to help people and get them excited for the future, for developing new skill sets, and so forth.”

While IT in healthcare has traditionally been viewed as custodial and utilitarian, Hagland remarks on a shift toward a more enterprising approach.

Part of Carmody’s strategy for moving forward is getting the right technology into the right hands, and working through processes to pick and choose what works best. His team has long focused on operations and the internal aspects of IT, and now he finds their strategy shifting towards the end-user, to patients and consumers. “Because care management is changing things,” he says. “And the analytics piece will change how we treat and deal with people, and will help medicine become more precise for you and I.” He describes this shift as a “time of transformational change” and is optimistic about the future of healthcare, technology and UPMC.  

Tweet this: IT in healthcare has been viewed as custodial, UPMC has used Cherwell to shift to a more enterprising approach

To learn more about how UPMC is managing and changing the way IT impacts overall healthcare, read the full article.


Leave a comment

Your email address will not be published. Required fields are marked *

Time limit is exhausted. Please reload CAPTCHA.