IT Service Management in Health Department: Benefits and Strategies

This report delves into the crucial role of IT Service Management (ITSM) within the health department, emphasizing its significance in streamlining operations and enhancing customer service. The report highlights the challenges faced by healthcare providers, particularly financial constraints, and how innovative technology, supported by ITSM, can improve efficiency and reduce costs. It explores the importance of data security, medical records management, and compliance with regulations like HITECH and HIPAA. The report discusses the services provided by IT firms such as Dataprise and Cerner Corporation, including data access, medical records, priority automation, and single platforms. It further examines the implementation of ITIL frameworks, the function of the service desk, and how ITSM can enhance business propositions through various stages like service strategy, design, transition, operation, and continuous service improvement. The report concludes by underlining the importance of ITSM in modern healthcare environments and its impact on the overall success of health departments.

Running head: IT SERVICE MANAGEMENT IN HEALTH DEPARTMENT
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IT service management in the health department
Name:
Institution:

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Abstract
IT services management (ITSM) is one of the crucial activities that is required in any
organization for it to run smoothly. Any organization or company which implement ITSM will
be in a position of meeting organization goals since the organization will be in a position of
satisfying the customer needs, provide quality services to every customer and also to reduce
delivery time. In our discussion, we will explore on the ITSM in health department since IT
services are being used to enhance customer services. Also, we will explain how ITSM can boost
organization proposition (Anderson &Campbell, 2017).
Introduction
Due to that, there is a financial problem in the health department; the providers in health
care are facing great challenges to improve their efficiency and thus reducing the operating costs.
These problems give a health organization insight into introducing innovative technology so as
to support the progress in the health care center. In healthcare, there are activities which are
needed to safeguard by using Information technology such activities include security
management, managing of data and workflows. As the health care industry advances employees
and patients in health care greatly rely on technology( Horton, Farnham, 2015). For examples
now doctors are using telemedicine and health records are stored in digital platforms.
IT service providers
IT service providers which we shall rely on our discussion are dataprise and Cerner Corporation.
This two IT firms offer healthcare IT services and also managed IT services for every healthcare
department. Below are the types of services provides in the healthcare department.
Data access and medical records

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The regulations from HITECH and HIPAA are very crucial for ITSM strategy. Thus it is
very crucial for every organization to know whether ITSM products support there set regulations.
Service management software should not only be used for storing of medical records but also to
protect health information will is very crucial for the run of the medical industry. In addition
identity and Access management (IAM) with seamless integration is another important tool for
ITSM solutions in the healthcare department. The common tools for single sign-on (SSO) and
user management includes Okta, centrify and one-login this tools should align with internal
services which are deal in health department (Morim, Inácio, & Vieira,2018)The current ITSM
solutions are usually integrated with these tools so that access and user permission can be
automatically updated as changes are being made via IAM tools. Before any establishment of an
ITSM platform, the healthcare industry should clearly make sure that the tools always meets the
required standard.
Priority automation and routing
The need for efficiency is very crucial in every healthcare industry. Currently, in the
health care, things like providing medical services to the clients can be done faster due to
technological improvement, And a lot of time will be secured as compared to healthcare industry
which has not to launch the technology. Current ITSM solutions permit for automation to route
tickets based on the class of department in the health care industry. For instance, the issue of
billings and health insurance may be performed by one group. This kind of routing decisions can
happen upon the creations of the tickets (Botija, Botija, & Navarro, 2017).
Single platforms
Healthcare industry used technology for performing of various things. They need to
manage and store financial records for every patient, equipment vendors, and insurance

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providers. They require ways to monitor the needs for updates and asset management for their
employees. When an update is needed in healthcare then the department of IT will use the ITMS
solution for an update. Currently, ITSM should be implemented in a way to address all the needs
in the healthcare industry.
BYOD and mobility
In the health care industry most of the staffs, nurses, and doctors use their personal devices any
time. Also, they expect the availability of medical data in their devices they are using. Thus it is
a great responsibility for any IT member to make sure that patients HER application is well-
matched with any other device. Thus it is very crucial for any healthcare industry to be very keen
in the matter of data security as medical data is very sensitive. Security plays a crucial role in
identifying ITSM solutions (Love, & Ness, 2016).
Chain of hospitals
The hospital networks are expanded each day and as a result its very crucial to manage the IT
infrastructure so that the data can be a safeguard. Through following of unified ITSM strategy
then it links many hospitals and data is conserved centrally for any meaningful decisions.
The aspect of ITSM in the health department
Making sure that all the processes at health care are standardized and are in place is a crucial
step. This will assist the organization in passing knowledge to every individual and the new
employee. In addition, putting everything in place will assist the department in making sure that
issue which arises is solved quickly thus reducing resources required to succeed.
A good ITSM should be able to satisfy the needed of the customer. When you provide services
which are user-friendly will lead to the growth of the industry since employees and customer will
be proud of working in the industry (Xia, & Wu2017).

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Another aspect of ITSM is staying updated with technology. If technology is implemented then it
will help the health industry in reducing the cost, resources and time in doing some things. This
matter can be achieved by making sure that everybody in the industry understands the IT strategy
goes hand in hand with Business strategy.
Ways in which ITSM can enhance business proportions
ITSM gives the various framework for the business to develop IT products that can offer good
services to its customers. It consists of information security management, customers services
practices and also it consists of management framework standards which include ISO 9000 and
ISO/IEC. By use of ITSM, a lot of services can be offered in the health care industry.ITSM
platform is designed in a way that it meets the services of the organization. In addition, ITSM is
used as a clear guide to assist the businesses to effectively aligned IT goals for the success of the
business. Below are ways in which ITSM do for the health care industry.
ITIL STAGE
There are five stages in the ITIL V3 services which include, service strategy, service design,
service transition, service operation, and continual service improvement. Service strategy this
phase provides directives on how to design, develop and implement IT service management. At
this stage for it to achieve the goals of the healthcare department, it needed to highly focus on
various things which include financial management. At the healthcare department finances
should be well utilized so that it can assist the healthcare industry to fully plan, design, and
implement the IT services for well running of the industry. In addition, strategy management
should be well focused on the healthcare department so that the procedure for implementing the
IT services should be utilized so that the IT services can help healthcare department in it day by
day operations.

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Service design is the phase that gives guidance on how to design and develop IT services. This
stage is very crucial in any healthcare department since it involves a lot of activities which
includes information security management and capacity management, these activities will assist
the healthcare department in giving guidance on how to develop and design the IT services for
the goals of the industry to be achieved. Information security management for instances will
assist the healthcare department in many ways including protecting of available documents and
various services from being landing into the hands of the unauthorized individual. During the
design of the IT services in the healthcare industry, IT security experts should be available so
that they can provide security for the IT services being implemented. In terms of capacity
management, the IT services in the healthcare department should be design and implemented to
fit all activities which are required to be performed in healthcare.
Service Transition this phase teaches the IT professionals and associates in the business so that
they can make various changes in a productive manner. In this stage in the healthcare
department, there are activities such as knowledge management and service validation and
testing. In knowledge management, in the healthcare department, IT professionals should be well
taught to gain knowledge which will be required in the implementation of IT service in the
industry. In knowledge management, desirable results will be achieved in the healthcare
department since the IT professionals have the right skills and knowledge for any IT activities in
the company. In addition service validation and testing should be done by IT experts so that they
can make any changes that are required in the healthcare department.
Service operation this phase provide guidance on practical aspects of daily operations at the
healthcare department. It involves activities such as event management and problem
management. In the event management in the healthcare department, the IT experts will be

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responsible for monitoring any activity which is taking place. For example, during the screening
of the patient in the hospital the screening machine may fail, which will pose a great danger to
the patients due to inaccurate results will be produced. Thus it is very crucial for IT experts to
manage the event using IT services for good operation in the healthcare department. Moreover,
in the healthcare department problem should be managed so that it could promote the IT services
to work well in what is required. Problem management helps to reduce the errors that occur in
the healthcare department.
Lastly is continual service improvement. These phases give room for improvement and
development of IT services in the healthcare department. It involves step which includes;
identification for an approach for improvement, defining what should be measured, collecting of
crucial data, processing of data, analyzing of information and data, proper implementation and
implementation of the resources and lastly implementation improvement.
ITSM vs ITIL
ITIL is a well-known framework within the discipline of ITSM; it is used to inform other
existing frameworks. ITIL framework is very reliable and also very flexible in adopting various
business goals. Health care industry can choose various operational processes which are in line
with the goals of the business. IT as a business service is greatly focused at in the ITIL
framework and as a result, it will help in the establishment of ITSM (Verlaine, Jureta, &
Faulkner, 2016)
TSM service desk
The service desk is defined in the ITIL manual. ITIL usually check service desk as SPOC (Single
point of contact) which can restructure communication in the healthcare industry. Service desk
act as a hub for customers and users to get in touch with staff members to manage a certain

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emerging issue and solve it in the right manner. Usually, the service desk is seen as IT functions
in ITSM which gives SPOC to manage many users, customers, IT objectives, IT staff.
ITSM frameworks
Apart from ITIL used as ITSM framework, there are other various ITSM frameworks which can
be used in the business. This framework is mostly targeted to various industries such as health
care industries. There are many frameworks which can be used to address challenges that are
encounter in the industry(Cronholm, Karu, Göbel, Hearsum, & Hero, 2017).
Conclusion
In conclusion, it is very clear that for the department of health to run smoothly it requires to
implement ITSM so that its operations can be run smoothly. If the health care industry
implements ITSM well they will in a position to achieve many goals towards the improvement of
the industry. These goals include the customer who will be using healthcare services will get
satisfied, quality services will be provided to the customers and the time of the operation in the
industry will be reduced. In addition, financial data will be able to well keep and thus data in the
industry will be in as safe mode. In addition, we discuss various tools which will support the
implementation of ITSM which includes, priority automation and routing, single platform, chains
of hospitals and BYOD and mobility. Also, we extend our discussion by discussing various
aspects of ITSM in the health care department. We discuss aspects which include customer
satisfaction, technology improvement and making sure that all the processes in the industry go in
with standardized way. Lastly, we discuss how ITSM can enhance business proposition.

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