IT Service Management Assessment 1: Ethical Dilemma Analysis

This assessment delves into the ethical considerations surrounding IT Service Management, using robotic surgery as a compelling case study. The report begins by outlining an ethical dilemma inherent in robotic surgery, where technological advancements intersect with potential risks. It then expl...Read More

Running head: IT SERVICE MANAGEMENT ASSESSMENT 1 1
Assessment 1: IT Service Management
Student’s Name
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IT SERVICE MANAGEMENT ASSESSMENT 1 2
Assessment 1: IT Service Management
Part 1
An ethical dilemma occurs when we have a choice in decision making. At times we have
two options in a situation, and we have to accept one option, and it may not be ethically
acceptable. Robotic surgery is usually safe, and its effectiveness and efficiency are growing with
time (Kang & Nortman, 2015). There are always some chances of human error, and it is said that
an experienced surgeon's potentially human hand may cause mistakes and vitiate the surgery
(Hagn et al., 2018). On the other hand, the robot can have such precision that the operation
carried out by it can be expected to be entirely smooth. But, there is an ethical dilemma as
technology is not always risk-free. There have been cases in the past where patients’ surgery
went wrong, and the robot arm carrier out nearly fatal surgery due to some error. As per Nash
(2013), it was removing the prostate gland through keyhole surgery destroys the patient’s bowels
leading to organ failure.
Having seen the risk-benefit analysis of using information technology and the robotic
surgery, we can now review the ethical theories presented in lectures such as deontology,
character-based ethics, utilitarianism and social contract theory, character-based ethics (Barrow,
2015). We can now review each method and offer a brief overview of each of the four ethical
theories (Burmeister, 2017). While discussing these theories, we can propose a solution for the
dilemma, from the standpoint of each of the four ethical methods.
Within a Utilitarianism theory, the people would deem the procedure as not very moral
because it is not helpful or safe as they believe that even though good can come out of it, the
unfortunate result is a much worse outcome (Mill, 2016). They are under the stance that if an

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adverse effect results in a neutral or positive outcome, then it is ethical. In this case, the result
would be death if the machine had a mishap. If the person were guaranteed to live after a
procedure, then it would be deemed ethical and safe (Ebenstein, 2018).
Within the social contract theory, it would be deemed moral because the person is
agreeing and knowing the dangers ahead of time (Hsieh, 2015). Thus, the doctors take the
signature of the patient explaining the risks, like complications if the robot arm goes haywire.
Character-based ethics would deem it to be ethical because the action can benefit for the best
(Moehler, 2018). The problem is that it is not good.
Deontology would say that it would be moral because the intentions are good, and
this theory has a focus more on the intent of the action rather than the consequence of the work.
Even this theory can be applied to justify as the doctors can say that the intention was good,
though the outcome did not happen as anticipated (Chan, 2019). There are both benefits and
adverse risks of any technology.
The ethical theory of Deontology is an accepted theory as the intentions can be
transparent. The purpose was not to dupe or cheat a person, but it had a clear plan to save the
patient, both financially and expose to lesser risks with keyhole surgery (Sacco et al., 2017).
There are other good intentions for technology. Information technology has made many strides in
the areas of patient care, communication, and record storage. Through information technology,
physicians can perform laparoscopic surgeries and bypass invasive procedures. This not only
cuts the cost for the patient and facility but also decreases the amount of complication the patient
could receive from a more extensive surgery (Funk, 2015). In terms of patient care, there is also
an electronic medical record. Health team members can view patient information and clinical
data even from a remote area. This has expedited patient care, as providers can make prompt

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decisions (Funk, 2015). In terms of communication, each discipline has the capability of
documenting the patient’s progress to regression and communicate this information to the rest of
the healthcare team.
It was seen in the patient who had prostate cancer, as that how the technology can go
wrong based on some error. A small bug in the robotic program can risk the life of patients.
These technologies are evolving and are not entirely risk-free. Besides, through the electronic
medical record, patient’s personal information and healthcare information are at risk for theft
(Funk, 2015). Many organizations try to manage theft by only allowing data to be transferred
over secured networks only (Nash, 2013). Organizations also spend a lot of time on staff
education, keeping data safe and recognizing threats such as malware, viruses, and hackers that
could cause a threat to the information system.
With providers gaining access to the document from remote locations, this increases the
risk of others outside the healthcare team viewing the information. It is up to the health provider
to maintain privacy and keep the patient’s records confidential (Burmeister, 2017). In the area of
record storage, organizations invest a lot of money into securing these documents and protecting
patient information (Parry & Parry, 2018). When the patient’s information moves from paper to
electronic, the risk for theft and hacking of the information systems increase. On the other hand,
electronic storage of medical records allows easy retrieval of the documents.
.
Part 2
This part applies the ACS code of ethics to solve the ethical dilemma. ACS codes are part
of the constitution of the Australian Computer Society. Few societal values must be upheld. For
instance, the public interest is kept on prime importance. This takes priority over personal or

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business goals (Kuespert, 2017). The robot surgery is a very costly affair. The hospitals have
invested a lot in acquiring this technology and also training medical professionals to use it. The
hospitals would not promote their business interests to use it, inpatient, to get profits. This has to
be for the public good, and as we can see that indeed it is. It was learned that this way of surgery
reduces the loss of blood or even extra incisions, as this is minimal incision technology
(Kuespert, 2017). In all respects, it is for the public good, which is above all interests.
Conclusion
There are other fundamental values, like honesty and competence. Technology accidents
do happen, and this could be due to the usual glitches. We can also witness that, sometimes,
well-established technology fails. Many times we hear about air crashes or train accidents. These
accidents do not mean that there was something wrong with the pilot or the flight carrier was
cheating someone or the passengers. The technology accident happens, and I think it will be very
unethical to set aside some technology that was meant for the public good as the one-off accident
occurred. So long as the hospitals and the doctors are working ethically with honesty, employing
competent doctors and staff, and working professionally, there is nothing that can charge them
for unethical practices. My take on the ACS code of ethics in this context is that the doctor and
the healthcare agency would have been working ethically and in compliance with the ethical
laws of professional development. They should continue to work on similar lines and try to find
out the problems in the case to case basis, rather than stopping the use of technology itself as it is
for the public good.

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References
Barrow, R. (2015). Utilitarianism: A contemporary statement. Routledge.
Burmeister, O. K. (2017). Professional ethics in the information age. Journal of Information,
Communication and Ethics in Society.
Chan, E. Y. (2019). Social (not fiscal) conservatism predicts deontological ethics. Acta
psychologica, 198, 102867.
Ebenstein, L. O. (2018). Routledge Revivals: The Greatest Happiness Principle (1986): An
Examination of Utilitarianism. Routledge.
Funk, M. (2015). As Health Care Technology Advances: Benefits and Risks. American Journal
of Critical Care, 20 (4), 285–291.
Hagn, U., Passig, G., Lantermann, S., Fröhlich, F., & Seibold, U. (2018). U.S. Patent No.
10,085,806. Washington, DC: U.S. Patent and Trademark Office.
Hsieh, N. H. (2015). The social contract model of corporate purpose and responsibility. Business
Ethics Quarterly, 25(4), 433-460.
Kang, H., & Nortman, S. (2015). U.S. Patent No. 9,060,794. Washington, DC: U.S. Patent and
Trademark Office.
Kuespert, D. R. (2017). Safety and ethics in ACS and major scientific and engineering societies:
A gap analysis. Journal of Chemical Health & Safety, 24(6), 2-5.
Mill, J. S. (2016). Utilitarianism. In Seven masterpieces of philosophy (pp. 337-383). Routledge.
Moehler, M. (2018). Minimal morality: A multilevel social contract theory. Oxford University
Press.

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Nash, D. B. (2013). Technology Trends in Healthcare. American Health & Drug Benefits, 6(1),
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Parry, N., & Parry, J. (2018). The rise of the medical profession: a study of collective social
mobility (Vol. 11). Routledge.
Sacco, D. F., Brown, M., Lustgraaf, C. J., & Hugenberg, K. (2017). The adaptive utility of
deontology: Deontological moral decision-making fosters perceptions of trust and
likeability. Evolutionary Psychological Science, 3(2), 125-132.