Do No Harm: Mastering IT Service Management Issues in Healthcare
Posted by on May 08, 2017
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 UPMC. “…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.
Ebook 5 min
The Definitive Guide to Service Desk KPIs and Metrics
In this comprehensive guide, you'll learn how to develop a portfolio of ITSM KPIs and Metrics that support not only your own IT team's goals, but also the business outcomes your service desk is expected to deliver.
Ebook 7 min
7 Deadly Sins of ITIL Implementation
Wondering whether ITIL® is still relevant in today's fast-paced digital environment? ITIL holds many timeless truths, but it can be misapplied when taken too literally. Uncover the seven mistakes commonly made with ITIL implementations, and gain guidance on how you can go faster—while still upholding ITIL's key principles.
Analyst Research 10 min
NEW! Gartner 2019 Magic Quadrant for ITSM Tools
Considering a new ITSM solution? Start with a complimentary copy of Gartner’s 2019 Magic Quadrant for IT Service Management Tools. The Magic Quadrant provides an evaluation of ten ITSM vendors—along with their viability, strengths, and cautions—and recommendations for defining your requirements
You might also be interested in
ITSM News Roundup: What’s Next for Healthcare IT?
What’s ahead for healthcare IT in the upcoming year? We dig into the biggest predictions of technology trends within the industry.
Analyst Research 7 min
IDC: How Modern ITSM Fuels Better Healthcare Delivery
IDC's latest Health Insights report narrows in on how ITSM can help successful management and governance of complex healthcare IT systems such as electronic health records.
Healthcare IT: Why ITIL Best Practices are Critical to Success
When it comes to healthcare IT, the right processes can mean the difference between life and death. Learn why ITIL is critical.