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
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existed and how many of them existed. Planview is known to be a project portfolio
management tool that aims in integrating the overall function of project at both
enterprise and individual level.
7. Planview to support ITIL Framework
Planview has been created across the organization focusing on revenue, making
better use of people, resources can collective capabilities (Matzner et al. 2018). IT
platform aims in maximizing the overall value of project and portfolio, which can put the
organization at risk.
8. Recommendation
9. Description of alternative tool
Workfront can be defined as the modern work management application which help
in connecting work, collaboration, and digital aspect for operational system of record.
Workfront has ultimately helped a large number of companies in the present enterprises
(Zhou et al. 2016). It ultimately helps in enhancing overall customer experiences and
eliminating cost.
10. Benefits to Organization
In Worthington health care system, work front can bring huge number of benefits
like
Project Management: Workfront completely goes beyond the functionality of PM.
Project automation is achieved by making use of template.
Intelligent work automation: Enterprise work management solution comes up
with features of demand management (Benkenstein et al. 2017). This can easily
accurate the project scope and prioritize the task by making use of automation of risk.
11. Conclusion
The above pages help us in concluding that this report about IT project governance
at the Worthington healthcare system. The report focus on ways of improving IT project
governance. In the last seven years, three approaches has been developed for project
oversight. CIO has challenged to come up with the right solution for the IT project and
complete oversight at WHCS. This particular teaching case has been collected for
supporting the business process consulting. CIO of this organization has understood
that under his leadership, the project discipline has improved a lot.
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12. References
Benkenstein, M., Bruhn, M., Büttgen, M., Hipp, C., Matzner, M. and Nerdinger, F.W.,
2017. Topics for service management research-a European perspective. SMR-Journal of
Service Management Research, 1(1), pp.4-21.
Benzaid, C. and Taleb, T., 2020. AI-driven Zero Touch Network and Service
Management in 5G and Beyond: Challenges and Research Directions. IEEE Network.
Cots, S., Casadesús, M. and Marimon, F., 2016. Benefits of ISO 20000 IT service
management certification. Information Systems and e-Business Management, 14(1),
pp.1-18.
Guo, J., Chen, R. and Tsai, J.J., 2017. A survey of trust computation models for service
management in internet of things systems. Computer Communications, 97, pp.1-14.
Juliani, F. and de Oliveira, O.J., 2016. State of research on public service management:
Identifying scientific gaps from a bibliometric study. International Journal of
Information Management, 36(6), pp.1033-1041.
Matzner, M., Büttgen, M., Demirkan, H., Spohrer, J., Alter, S., Fritzsche, A., Ng, I.C.,
Jonas, J.M., Martinez, V., Möslein, K.M. and Neely, A., 2018. Digital transformation in
service management.
Trevisan, M., Drago, I., Mellia, M., Song, H.H. and Baldi, M., 2017. AWESoME: Big data
for automatic Web service management in SDN. IEEE Transactions on Network and
Service Management, 15(1), pp.13-26.
Zhou, W., Tang, L., Zeng, C., Li, T., Shwartz, L. and Grabarnik, G.Y., 2016. Resolution
recommendation for event tickets in service management. IEEE Transactions on
Network and Service Management, 13(4), pp.954-9
Reflective Learning Journal
In the week 1 that is fundamental of IT service management, I have learned regarding
the use of IT in business. I have learned the main role of IT department is not all about
software installation or change in the design infrastructure. Instead, this can be stated
as the role to completely shift from the focus on technology to one that is focusing on
services. ITSM aims to ensure that both IT and business alignment generate huge
amount of value to enterprise. The four major technologies in IT are hardware, network,
database, and lastly, software. Management can be stated as the co-ordination of
activities in order to meet some of specific goals.
In the week 2, I have learned about ITIL service lifecycle. Communication stand out to
be very much critical in any of the service management. A vital theme in ITIL is that
there needs to have an integrated approach for service management with no kind silos.
I have learned that main concept of process is all about central the ITIL paradigm.
Process can be stated as the collection of activities which has been designed in order to
accomplish a major objective. Function can be stated as team or group of people and
tools needed for carrying out one or more processes. The point should be noted that
role can be stated as a collection of activities, responsibilities in-process, and assigned
to either team or person.
In the week 3 service operation process and ITIL tool, I have learned about ITIL service
operations which aims to describe process, function, tools, and organization. This
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merely focus on underpin all the ongoing activities needed for delivering process and
support services. The mere focus of service operation is all about reducing the overall
impact of service usage on day to day activities. It merely ensures that access is agreed
to IT services only given to authorized users. I have learned about different ITIL process
and functions. It merely focus on service strategy, service design, service transition,
service operation, and lastly, continuous improvement of services.
In the week 4 service operation functions, I have learned about different things like
process vs function, four SO function. In addition, I have learned about service desk,
technical management, application management, and IT operation management. In the
last section of this week, I have learned about “Intrinsic Service Operation Center”. I
have learned that process are abstract and found difficult to apply in day-to-day
practices. Functions aims to support the process, which require the involvement of
people and some particular outcome. IT operation management comes up with the role
completely responsible for carrying out day-to-day activities. It is merely required for
managing and maintaining the IT infrastructure.
In the week 5 service strategy, I have learned about service strategy, value, assets, risk,
and business. The five major process of service strategy are strategy management,
service portfolio management, financial management, demand management, and
business relationship management. Service strategy providers helps in understanding
the type of value and level of service, which can make the customer successful.
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