ITSM Report: Analysis of Worthington Healthcare System (WHCS)

This report analyzes the IT service management of the Worthington Healthcare System (WHCS), a US-based organization with multiple healthcare facilities. The report begins by outlining WHCS's organizational goals and identifying key stakeholders and their needs concerning the information system. It then delves into the IT issues faced by WHCS, focusing on the Information Technology Infrastructure Library (ITIL) and Information Technology Service Management (ITSM) frameworks, and the challenges in managing infrastructure and IT projects. The report discusses the implementation of Plan View as a solution, detailing its functionalities and benefits. Furthermore, it recommends Enterprise Project Management Services (EPMS) as a tool to address coordination and communication issues. The report also includes a reflective journal that explores the author's personal experiences and insights related to the case study, applying a four-stage reflective model to analyze critical learning events. Finally, the report offers recommendations for improving IT service management within the organization.

Running head: HEALTHCARE SYSTEM
IT service management
Name of the Student
Name of the University
Author’s Note

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Executive summary
The report represents the Worthington healthcare based industry and this sector have
faced such issues including unavailability of information and also delay in delivering services
etc. For that, it degrades the organizational status in business area. This report follows the
implementation of plan view and also evaluation of enterprise project management services.

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Table of Contents
Part A.........................................................................................................................................3
Organizational goals of WHCS..............................................................................................3
Stakeholders and their needs..................................................................................................3
Issues......................................................................................................................................5
Implementation of plan view.................................................................................................7
Recommendations of another tool.........................................................................................8
Part B..........................................................................................................................................9
Reflective Journal...................................................................................................................9
References................................................................................................................................12

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Part A
Organizational goals of WHCS
Worthington health care system is mainly US based organization along with the
twenty seven health care related facilities (Kerzner, 2018). Though it is a healthcare
organization therefore the actual organizational goals of this organization are:
 To provide the healthcare related services to the customers that means the patients
which includes cardiovascular services as well as cancer or diabetes etc.
 Also, this organization provides the IT based projects to the customers in correct
timing (Slama et al., 2015).
 To manage the infrastructure of the healthcare system by obeying proper governance
system.
Stakeholders and their needs
According to the analysis of Worthington information system, the table shows the
name of key stakeholders and also their needs on the information system. These are listed
below:
Sl No. Stakeholders Needs
1. Vice president for application
services
In the department of application
services, the vice president is
considered as the lead job profile
and under him, the director exists in
various department including care
model, organization data
management or e-development,
applications for business services

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and also clinical services etc. All of
the department wants to proceed
their services with the help of
Worthington information system
(Kerzner, 2017).
2. Vice president for Technology and
telecom
In this section, similarly the vice
president acts as lead role and under
this job role, the directors exists in
various department including
biomedical engineering,
telecommunications, biomedical
imaging and also clinical operations.
The requirement of these
stakeholders is to make processes
them with information system
(Turner, 2016).
3. Vice president for customer services
and governance
Under this vice president, there also
remains another stakeholders who
are involving with customer services
through enterprise project
management services. But this
enterprise project management
services executes with the help of
Worthington information system
(Schwalbe, 2015).

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4. Vice president for technology
services
This kind of department relates with
the technological services which
includes the infrastructure services
and also system and support. All of
them operate through Worthington
information system.
Issues
ITIL (Information Technology Infrastructure Library)
The information technology infrastructure library is considered as the framework
designing for standardizing the IT based projects of the organization (Petruzzi & Loyear,
2016). This framework helps to select as well as planning or delivery and also maintain the
IT related services of the business. The actual purpose of this framework is to increase the
improvement of the services efficiency and also deliver the services within the proper timing
(David, Shukla & Gupta, 2015). The guideline of this system is to align the IT services for
business needs and also implement them to rise the strong business growth.
ITSM (Information Technology Service Management)
The information technology service management is another framework of aligning the
delivery of the Information technology services attaching with the organizational needs.
Within this framework, there are so many tools that help to deliver the IT based services
within estimated timeframe in order to achieve the satisfaction of the end users (Jia, Guo &
Barnes, 2017). The tools of this framework involve such policies as well as processes and
also methods that are helping to support the customers based IT services. According to the
analysis of this framework, there are so many processes including Configuration, change,

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release, incident, availability, capacity, service level, project, finance, knowledge and also
problem.
The healthcare organization has faced lots of issues in the field of managing their
infrastructure and also IT based projects. The issues are –
i. The issues relate with the managing of infrastructure and also IT related projects.
ii. Though the organization is based on the healthcare system, therefore, it provides the
healthcare services to patients (Yazdi-Feyzabadi, Emami & Mehrolhassani, 2015).
Moreover, though the organization has spaghetti infrastructure, therefore it is too
much difficult for the organization to manage the projects along with the
infrastructure.
iii. The structure of the organizational IT infrastructure is not centralized. For that, the
project related information are not available in all of times.
iv. In the previous years, the employees were working to store the project related
information to the word documents or in the spreadsheets which was time consuming
process (Sittig & Singh, 2015).
v. Another issues related with the absence of coordination as well as lack of
communication between project management office with the managers. For that, it
may create the inability in the achievement of the desired outcome.
With the help of information system, the health electronic record helps to store the
information so that the workers are easily found the information. Moreover, the ITIL helps to
the organization by defining life cycle with several processes including strategy, design as
well as transition, or operation and also service improvement (Wager, Lee & Glaser, 2017).
On the other side, ITSM also helps to the organization by improving the IT related services
(Zhang et al., 2015). This framework is more effective for the organization because it has

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very lower costs for the IT based operations, outcomes within minimum effort, improvement
of the efficiency of the IT teams, achieve the expectations of satisfaction from the end users
etc.
Implementation of plan view
The background of Worthington organization depends on the healthcare system
delivering to the health care related services to clients. Also, in the clinical department, the
organization stores the information in their system (Xhafa et al., 2015). In the previous years,
the organization has used the methodologies of storing the health care based information in
the word document or spreadsheets. This process was too much time consuming. For that,
they were unable to deliver the services within the allocated timing (Liu et al., 2016). In this
way, the organization has faced this kind of issue.
To overcome this issue, the organization has implemented a process of plan view by
which they can able to deliver the processes within the desired timeframe. Moreover, within
this plan view, it consists of electronic health record by which the workers can store the
information for finding them easily. Another strategy is to integrate this plan view process
with the clinical team for providing the best clinical support. This clinical team comprises of
IT staff who give the supports to the IT services of the organization.
The plan view is one kind of framework of project management which facilitates the
managing of the projects of the organization (Barnett, Mehrotra & Jena, 2016). The
functionality of plan view passes through such steps including integrating with projects,
request management, project management, resource management, portfolio management as
well as time or expenses and also risks or issues, baseline and also best practices.
 Integrating with projects – This stage helps to integrate the plan view with the project
by transferring the information through two way communication.

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 Request management – This phase helps to accept the request of the users where the
workers can check the request status or review them through lifecycles.
 Project management – This stage involves the project management by defining scope
as well as schedule or execute them in accordance with requirements.
 Resource management – After defining the scope for the projects, this phase helps to
develop the skills or staffs by contrasting with projects.
 Portfolio management – This phase helps to track the performance and also trend the
analysis of the projects.
 Time or expenses – This phase helps to evaluate the project that how much time
would be taken by the projects.
 Risks or issues – This stage helps to detect the issues or risks for achieving the
improvement in the performance of the projects.
 Baselines – This phase helps to support the execution of the project through PMBOK
or other project management based approach like PRiSM etc.
Recommendations of another tool
As per analysing the organization, the Plan View is an effective tool for managing the
projects and also helps to deliver the project outcomes within the proper timing. But
somehow, the plan view process has failed to deliver the project outcomes in proper time
(Donohue et al., 2015). However, there occurs two different problems including absence of
coordination and also absence of the communication. For managing the operational activities,
the coordination and communication both of the factors are effective to achieve the actual
project outcomes. To recover the system from these issues, it requires to recommend a system
by which the organization can able to deliver the project outcomes within the correct timing.
The recommended tool is enterprise project management services. This EPMS can be divided
into two segments including Enterprise project management and also portfolio. Within the

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enterprise project management, there consists of 3-5 managers who involve to manage the
projects at the same timing including managing of patient services as well as managing of air
conditioners or power supply etc. They handle the projects by defining them through
document templates or approaches etc. On the other hand, the portfolio management is based
on the focusing of data management along with their reporting. These processes are effective
for the project governance. Within this part, the quality of the projects has been checked by
managers of this section.
Within this Enterprise project management services, it deploys such gates for
managing the performance of the projects through two way methodologies including:
Gate 0 – Request: The customers can submit the request form based on projects to Portfolio
management.
Gate 1 – Initiation: The project charters help to initiate the projects by defining scope or
objective.
Gate 2 – Planning: Through this phase, the project divides into several divisions for
accomplishing the outcomes.
Gate 3 – Execution: In this phase, the documentation require to accept the testing for the
projects along with production.
Gate 4 – Closing: This phase comprises the process of sign off the stakeholders of the
projects.
Part B
Reflective Journal
Mainly the reflective journal comprises four stages including situation, affect,
interpretation and also decision. The descriptive view of these four factors are listed below:

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Situation – According to the case study, I have analysed that the Worthington is a healthcare
based organization locating in United States. The organization provides the healthcare
services to the customers in various departments including cardiovascular services as well as
cancer or diabetes etc. Due to some internal factors, the organization has faced some issues
like cannot provide the services within delivery timing or cannot find the information
available in their database etc. They were facing the problems regarding the infrastructure
management.
Affect – Depending on the situation, I personally have felt that these issues might be
challenging for the organization. If the patients did not get the correct services within timing,
they will give lots of complaints to this company which leads to degradation of business
strategy. Thus, in my opinion, there should implement a process by which all the services are
completed within the timeframe.
Interpretation – This case study follows the implementation of the plan view and also
enterprise project management services by which the organization can able to achieve the
desired outcomes. According to me, plan view was effective for this organization excepting
the coordination and communication. Both of these factors are important for reaching at
success point. During the evaluation of any projects, I personally feel that the manager should
communicate with the other members and provide the proper coordination if they want to
achieve the project outcomes. For detecting these two issues, I have analysed from the case
scenario that the organization has implemented the Enterprise project management services
which helps to achieve the desired outcome. I have noticed that this system evaluates through
five steps of project management and I think for successfully running the projects, the five
steps are so much important.

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Decision – According to me, the Enterprise project management services is the best practice
for the execution of project in a success way. I personally recommend the development of
this system because this system helps to evaluate the projects through five steps of project
management including request, initiation, planning, executing and also closing. Also, to
process the project successfully, I recommend that communication and coordinate both of the
factors are vital for project management. In this way, I will make a recommendation to
conduct the process of Enterprise project management services.

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