IT Governance and Project Management in Worthington Healthcare

This report provides an analysis of IT governance within the Worthington Healthcare System (WHCS). It begins by outlining the organization's main goals, which include centralizing data management and enhancing IT systems. The report identifies key stakeholders, such as the CIO, VP of Application Services, and others, detailing their needs and expectations. It then assesses the current state of IT services, highlighting issues such as decentralized operations, leadership changes, and ineffective project management. The report evaluates the suitability of Plan View software, discussing its features and limitations within WHCS. Finally, it recommends implementing ITIL tools, specifically Freshservice, to mitigate identified issues and improve IT service management. The report concludes with a summary of findings and recommendations for WHCS to improve its IT service effectiveness.

IT PROJECT GOVERNANCE IN HEATH
CARE SYSTEM
Your name of the student
Name of the University
Author Note:
Executive Summary
This paper has been developed with the purpose to analyze the IT
governance present in Worthington’s healthcare system. The approached
study will help to analyze the influence of IT systems into the field of
healthcare industry. This paper has effectively discussed about the
organizational goals as well as the key stakeholders of WHCS. From
which it is identified WHCS has implemented the IT services into the
infrastructure with the purpose to enhance the managing capabilities of
their operational activities. Followed by these identifications the issues
along with the mitigation approaches are also elaborated in this study
which will help to get a detailed idea about the strategies that will help to
improve the operational activities of Worthington’s Healthcare System.
Keywords: Healthcare system, IT project management, Plan view.
1. Introduction:
Followed by the rapid growth of technology it is determined that the application of
information technology holds an effective influence towards the betterment of the
organizational services of many delicate fields. Considering this identification this paper
has primarily focused on the analysis of the Worthington healthcare system which is one
of the significant example of IT application into healthcare industry (Schultze 2014).
While analyzing the case scenario it is observed that Worthington’s healthcare
system is one of the advance the system present in US which consist 27 healthcare
facilities. This is one of oldest US based healthcare organization that has taken several
initiatives towards enhancing their services for their customers. Followed by this while
analyzing the infrastructure of the organization it is noticed that it hs around 21000
staffs with virtuous expertise (Schultze 2014).
Apart from the above identifications it is noticed that Worthington has faced several
limitations too that has majorly influenced the effectiveness of their services.
Considering these aspect this report will cover a detailed analysis on the nominated
organization with the purpose to discuss the organizational goals of Worthington,
stakeholder analysis, issues present in Worthington healthcare system. Followed by
these discussion it will also cover a detailed discussion on the effectiveness of the plan
view software and the paper will recommend best practices for the organization as well.
2. Main business/organizational goals:
Worthington healthcare system was one of innovative approach at that time which
has primarily focused on the enhancement of the business operations. Since, the
infrastructure of the organization is very large and that has the capabilities to manage
the operational activities of 60000 admission per year and consists the capabilities to
serve their services to 3500 patient at a time. Followed by these discussion the
identified organizational goals on Worthington healthcare system is listed below:
ITSM Assignment Report – 2806ICT
1

IT PROJECT GOVERNANCE IN HEATH CARE SYSTEM
 One of the primary objective of WHCS is to manage their operational data into a
centralized format (Schultze 2014).
 Along with this one of the significant objective of WHCS is to enhance the IT
system of the organization to improve the information management activities of
the organization.
 Along with this it is identified that initially the WHCS used to track their
activities by using spreadsheets (Schultze 2014). Followed by this identification
the CIO of WHCS has intended to develop the project management department
with the purpose to enhance their problem solving capabilities as well.
3. Key Stakeholder & their needs:
After analyzing the organizational infrastructure of WHCS it is identified that
Worthington healthcare system is consist of many stakeholders who plays major roles
into the operational activities of WHCS.
Stakeholder Need
Henry Richmond (Chief information
Officer)
After joining the organization CIO
decided to change the project
management process of the organization
with the purpose to enhance their
decision making and problem solving
capabilities
Vice President of application services Wants to reduce the work load of the
department by enhancing the project
management department of WHCS
(Schultze 2014).
Vice president clinical technology and
telecom
Wants to enhance the communication of
the process between the departments of
the organization.
Vice president- Cust0mer service and
governance
The primary objective is to improve the
interaction between the patients by
improving the IT service of the
organization.
Vice president –technology service The primary need to this department
management IT systems present into the
organizational infrastructure with the
purpose to make sure that they are
delivering their best for WHCS.
Director of information security officer Will analyze the data vulnerability of the
organizational data and will make sure
that the data present in the database are
secure.
4. Worthington’s state/issues of IT service:
After completion of a detailed analysis on the case scenario of Worthington’s
Healthcare system it is identified that there are several significant issues present which
holds major impact towards the operations of the IT services of WHCS. At the initial
stage of WHCS the organization had implement effective technologies into its
infrastructure which includes the implementation of help desk, data center as well as
server (Schultze 2014). Whereas, due to the decentralized nature of the organization
they have faced several limitations while performing their operational activities.
2

IT PROJECT GOVERNANCE IN HEATH CARE SYSTEM
Followed by these considerations it is noticed that along with the technical limitations
of the organization the frequent change in the leadership has also impacted the
effectiveness of their services (Schultze 2014).
Along with these identifications it is also noticed that the past approaches of the
organization was not up to the mark as it was very time consuming process and due this
the organization has faced several conflicts while working. Considering the less
effectiveness of the traditional approached of WHCS it is observed that the development
of the project management department was also a huge failure due to lack of
communication and collaboration (Schultze 2014).
Followed by the above identifications it is also determined that the CIO has faced a
major dilemma while taking the initiative towards mitigating the identified problem.
Now focusing on the enterprise project management service it is observed that one of
the primary reasons behind the development of EPMS is to the unstructured
infrastructure of WHCS which has directly impacted the work effectiveness of the
organization.
After completion of the above analysis it can be stated that one of the major conflicts
are present in the IT system as the IT service of the WHCS are not effective at all due to
which they failed to delivered expected services to their customers. Apart from these
identifications it is recognized that one of the major factors behind the limitations of the
WHCS is the less effective objective alignment, poor IT resource management, lower
management of IT performance, poor leadership quality as well as poor collaboration.
Thus, it can be stated that in order to enhance the services of WHCS it is very essential
to mitigate these risks with effective mitigation approaches (Schultze 2014).
5. Suitability of the plan view software:
Followed by the above discussion it is identified that in the year 2006 the vice
president of project management department has introduced the application of plan
view into the operational infrastructure of WHCS. The only purpose behind this
implementation was to improve the portfolio management process of WHCS which will
help to improve the organizational activities as well. Followed by this identifications it is
observed that Plan View is an effective portfolio management tool that has the
capabilities to integrate the project management activities of the organization. The key
features of the Plan view tool are mentioned in the section below:-
 Integration- is one of the effective feature of Plan view which helps the
organization to effectively transmit the data between Microsoft and plan view.
Thus, it can be stated that this is a two ways integration.
 Request management- is also one of the essential feature of Plan view that
helps to effectively analyze the operations of the organization by checking the
status of the project, user request of the project, deputy requests.
 Resource management- helps to enhance the work effectiveness of the staff by
enhancing the capabilities of assigning work, developing the skills of the staffs as
well as development of the staff interest.
 Project management- is also one of the essential feature of Plan view that
helps to manage every single activities of a project which includes the schedule
management, scope management, workflow management, slippage management
as well as the resource management.
 Portfolio management- helps to supervise the task as well as helps to show the
performance data effectively.
 Budget management- helps to manage the cost of the project.
 Time management- helps to schedule the work in order to manage the time
while doing the project.
 Risk management- helps to determine possible risk as well as helps to mitigate
those risk with effective mitigation approaches.
Followed by the above identification it is observed that the initiative towards the
adoption of Plan view was very approachable however, due to the negligence of the
3

IT PROJECT GOVERNANCE IN HEATH CARE SYSTEM
leaders this tool had also faced several limitations while performing its activities for
WHCS. While focusing on the limitations faced by Plan view it is noticed that due to less
co-operation of the WIS staffs the tool has faced several problems. Along with this while
implementing the tool due to lack of knowledge about the operational capabilities of this
tool the VP has also faced many problems. Thus, from the above investigation it can be
stated that Plan view could have shown good results to WHCS but due to the
carelessness of the managing committee of WHCS it has failed to deliver expected
services.
6. Recommendation:
After completion of the above discussion it is identified that Plan view tool was an
effective tool for the organization however, due to several significant factors the Plan
view tool was not effective into the organizational infrastructure of WHCS. Considering
the identified limitations into the infrastructure of WHCS, it is recommend to WHCS to
implement ITIL tool with the purpose to mitigate the above identified limitations.
Among numerous ITIL tool it is identified that implementation of Freshservice will be
very effective (Almeida, de Vasconcelos and Pestana 2018).
Freshservice is a cloud based system management ITIL tool which will highly
effective in managing IT services. While analyzing the operations of this tool it is
noticed that the tool has four module and each module of the tool is developed for
specific operations. The Freshservice tool has a self-service portal which is developed
with the purpose to do ticketing system as well as to do the knowledge based activities
(Derakhshan, Turner and Mancini 2019). Along with this aspect it is observed that the
recommended tool it also very effective in managing the operations as the tool is highly
effective in tracking progress update, task allocation, and task prioritization as well as
managing the operations of the organization. Apart from the identified features feature
this tool is also very effective in managing the operations of communication (Handayani
and Aziz 2018).
As it is mentioned in the above section that recommended tool is very effective
however along with implementing such effective tool not will not be enough to enhance
the operations of WHCS. Thus, it is also recommended to WHCS to support the
implementation process by providing required data from each department. Thus, after
completion of this discussion it can be stated that following the above instructions will
be very effective for the organization and this will help to eliminate the risks identified
during the operations of the Plan view (Jaadla and Johansson 2019).
7. Conclusion:
After completion of the above discussion it can be concluded that this paper has
primarily focused on the discussion of the application of IT systems into the field of
healthcare. Followed by these identifications in this paper the case scenario of
Worthington’s healthcare system has been discussed from which it is noticed that
WHCS is one of the US based healthcare system that has implement IT services into the
business infrastructure with the purpose to improve the operations of WHCS. Followed
by these identifications the paper also consists a detailed discussion on the objective of
WHCS, key issues faced by WHCS. Along with this the key stakeholders present in the
operational scenario of WHCS has been also discussed. Followed by these
identifications it has also analysed the previously implemented tools into the
infrastructure of WHCS as well as it also consist a recommendation on the alternative
tools that will help to enhance the operations of WHCS by mitigating the identified
limitations.
4

IT PROJECT GOVERNANCE IN HEATH CARE SYSTEM
8. Reference:
Almeida, T., de Vasconcelos, J.B. and Pestana, G., 2018, June. A knowledge management
architecture for information technology services delivery. In 2018 13th Iberian
Conference on Information Systems and Technologies (CISTI) (pp. 1-4). IEEE.
Derakhshan, R., Turner, R. and Mancini, M., 2019. Project governance and
stakeholders: a literature review. International Journal of Project Management, 37(1),
pp.98-116.
Handayani, R.D. and Aziz, R.A., 2018, October. KNOWLEDGE MANAGEMENT SYSTEM
FOR MEASURING MATURITY LEVEL OF INFORMATION TECHNOLOGY SERVICE
QUALITY USING INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL
V3) FRAMEWORK (A Case Study at IBI Darmajaya Bandar Lampung). In Prosiding
International conference on Information Technology and Business (ICITB).
Jaadla, H. and Johansson, B., 2019, November. A Self-Assessment Tool for Estimation of
IT Maturity. In ECMLG 2019 15th European Conference on Management, Leadership
and Governance (p. 207). Academic Conferences and publishing limited.
Schultze, U., 2014. IT project governance at Worthington health-care system. Journal of
Information Technology Teaching Cases, 4(1), pp.1-10.
9. Bibliography:
Joslin, R. and Müller, R., 2016. The relationship between project governance and project
success. International journal of project management, 34(4), pp.613-626.
Levie, F., Burke, C.M. and Lannon, J., 2017. Filling the gaps: An investigation of project
governance in a non-governmental organisation's response to the Haiti earthquake
disaster. International Journal of Project Management, 35(5), pp.875-888.
5

IT PROJECT GOVERNANCE IN HEATH CARE SYSTEM
Melendez, K., Dávila, A. and Pessoa, M., 2016. Information technology service
management models applied to medium and small organizations: A systematic literature
review. Computer Standards & Interfaces, 47, pp.120-127.
Nam, B.T., 2019. Application of Knowledge Centered Service Management for Service
Desk Solutions (Doctoral dissertation, Vietnamese-German University).
Samset, K. and Volden, G.H., 2016. Front-end definition of projects: Ten paradoxes and
some reflections regarding project management and project governance. International
Journal of Project Management, 34(2), pp.297-313.
Sirisomboonsuk, P., Gu, V.C., Cao, R.Q. and Burns, J.R., 2018. Relationships between
project governance and information technology governance and their impact on project
performance. International journal of project management, 36(2), pp.287-300.
Tanovic, A. and Mastorakis, N., 2016. Advantage of using service desk management
systems in real organizations. International Journal of Economics and Management
Systems,
ul Musawir, A., Abd-Karim, S.B. and Mohd-Danuri, M.S., 2020. Project governance and
its role in enabling organizational strategy implementation: A systematic literature
review. International Journal of Project Management, 38(1), pp.1-16.
ul Musawir, A., Serra, C.E.M., Zwikael, O. and Ali, I., 2017. Project governance, benefit
management, and project success: Towards a framework for supporting organizational
strategy implementation. International Journal of Project Management, 35(8), pp.1658-
1672.
Varga, S., Barreto, G. and Battaglin, P.D., 2019, June. Increasing Information Systems
Availabiliy Through Accuracy, Awareness, Completeness and Manageability of ITSM.
In 2019 14th Iberian Conference on Information Systems and Technologies (CISTI) (pp.
1-4). IEEE.
6