CIO of Worthington Healthcare Services

IT SERVICE MANAGEMENT
Name of the Student
Name of the University
Author Note:
Executive Summary
CIO of Worthington healthcare services are focusing on ways to enhance IT
project governance. There are mainly three approaches for developing the
project oversight. In the last seven years, three approaches has been made for
developing project oversight, which includes Project Management Office. The
main issue for CIO is to come up a proper solution for the IT project work and
complete oversight for WHCS. The teaching case has been done to support the
course of Business Process consulting.
Keywords: ITSM, WHCS and project management office.
1. Introduction
The following report describes real corporation and situation which focus on the
concept of protecting the privacy of firm. IT professionals at WHCS were participated in
the interview and found the whole case as negative (Guo, Chen and Tsai 2017). The
following teaching case has been developed as the basis for the discussion of class. It
has been not been designed in such that it can effectively handle the administrative
situation. In the year 2012, chief information officer at health care system at St-Louis
organization with 27-healthcare facilities is planning to enhance its IT project
governance.
In the coming pages of report, an understanding and analysis has been done for WHCS
case along with Reflective learning journal.
2. Organizational goals of WHCS
The organization goals of Worthington Health care system are
 To improve its IT governance
 To come up with a solution for its IT project work and complete insight of WHCS.
 Application services need EMPS for reducing the project office, which is a unit
for effective data collection for various resources used in the project (Trevisan
et
al. 2017). It will ultimately help in collecting data on various resources that are
being used in project.
3. Stakeholders of WHCS
Stakeholders can be stated as the group of individuals who have interest in the
overall success of the organization (Matzner
et al. 2018). There are mainly two kinds of
stakeholders that are internal and external. Some of the stakeholders of WHCS are
Customer: A business, in general, exists on the viewpoint to serve its customers.
The point should be noted that customers stand out to be as one major stakeholders of
business. They are merely impacted as a result of both service and product quality
(Zhou
et al. 2016). The stake of customers is product/service quality and value.
Employee: Employees come up with a direct stake in the organization so that they
can easily earn an income to order to support themselves. In addition, this provides both
kind of benefits that is monetary and non-monetary (Benkenstein
et al. 2017). Based on
the nature of the business, employees may also have interest in respect to health and
safety.
ITSM Assignment Report – 2806ICT
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Investors: Investors at WHCS are inclusive of both debt holders and shareholders.
The point should be noted that shareholders make investment in business capital
(Benzaid and Taleb 2020). It is expected that they can easily earn a certain amount of
return on the investment capital.
Suppliers and Vendors: The point should be noted that suppliers and vendors can
easily good and services to business (Juliani and de Oliveira 2016). They merely rely on
it for generation of revenue and overall income. In most the industries, supplier come
up with issues in relation to health and safety on the line.
4. Stakeholder Need
Stakeholder need of WHCS has been provided below:
Stakeholder Need/Expectation Example
Shareholders Income with steady flow If certain amount of
capital is needed, then
the shareholder can
expect a huge rise in its
stream of dividend
Customers Satisfaction of customer
needs which can be
achieved through
providing money
product and services.
Any kind of attempt like
increase in quality and
price which may result
to dissatisfaction of
customer.
Supplier Paid in prompt way If a decision has been
made regarding delay in
payment made to
suppliers to completely
ease out the flowing
cash (Cots, Casadesús
and Marimon 2016). The
point should be noted
that existing suppliers
can stop the supply.
5. Main Issue both present and past
Considering the concept of ITIL and ITSM, there is a list of issues found like WIS
being unresponsive to need customers and non-transparent(Guo, Chen and Tsai 2017).
These were completely reviewed by many WIS staff who does not look up for input from
user community. The top priority was all about developing a completely function PMO.
Portfolio management team focus on data management and its reporting.
6. Planview
WHCS aim to hire external vendors for implementing most of the solutions. Non-
standardized architecture become much more apparent within a map of 3-months
exercise. In the year 2004, the organization revealed more than 500 application that is
being used at WHCS (Trevisan
et al. 2017). WIS does not have an idea of how many
existed and how many of them existed. Planview is known to be a project portfolio
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