IT Services Management Report: Worthington Healthcare System Analysis

This report analyzes the IT services management practices at the Worthington Healthcare System, focusing on the challenges and opportunities related to IT project governance. The report begins by examining Charles King's assessment of the organization's maturity level and the complexities of the implemented project methodologies. It explores the characteristics required for the healthcare system to achieve a higher maturity level, including consistency, flexibility, communication skills, organizational skills, and problem-solving abilities. The report then delves into the proposed solutions of different project managers and provides recommendations for ITIL adoption and best practices in IT service management to improve the organization's IT project management capabilities. The analysis includes the evaluation of the Planview software, and the challenges the organization might face during ITIL implementation, and concludes with a discussion on how to overcome these challenges to ensure the successful handling of IT projects.

Running head: IT SERVICES MANAGEMENT
IT SERVICES MANAGEMENT
Name of the Student
Name of the University
Author Note

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Part 3
Part A:
i) Charles King took over the directorship of PMO after the consultants left and he
described the project methodology that the methodology of the project management
of the Worthington healthcare system is great but the healthcare system was a level 1
organization. Yes, i agree with Charles King view that Worthington Healthcare
system that it is a level 1 organization. It is a level 1 organization because there were
project managers that managed the projects in the Worthington Healthcare system that
could function at a maturity that is at the higher level, but entirely the healthcare
system did not have that strength. The methodology that was used by the healthcare
system was so complex that people were frustrated about it. The people of the
healthcare system did not understand the methodology, the people did not know how
everything was tied together and they did not know the value of it.
The level 4 maturity level is a level in which the organization has accomplished all
the particular goals of the procedure areas that are assigned to the maturity levels 2, 3 and 4
and the generic goals that are assigned to the maturity levels 2 and 3. The objectives that are
quantitative for the quality and the procedure performance are established in this maturity
level and they are utilized as criteria in order to manage the procedures. These are objectives
are based on the requirements of the customers and the end users. The most important
characteristics that the Worthington Healthcare system should have is consistency. Good
PMOs have repeated and consistent practices for the management of project that are utilized
throughout the Healthcare system. Flexibility is another characteristic that the Worthington
Healthcare system should have. The capability to adapt to distinctive project and portfolio
needs is a telltale sign of a good PMO. The delivery styles of the projects are determined by

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the structure of the organization. Skills of communication are considered one of the most
important characteristics of an executive that is successful. By the development of a
transparent and stable line of communication between managers, stakeholders and the
technical team. The organization skills are also one of the characteristic that the Worthington
Healthcare system should have in order to upgrade to maturity of level 4. The organizational
skills are very important for PMO, as they are responsible for the budgeting and scheduling in
the project. The capability to make the task as priority, examine the tasks, allocate the
resources, and keep a constant eye on the budget is very important for the accomplishment of
any projects. With proper organizational skills, a PMO can remain in the control of the
projects. Problem solving should be the most important characteristics. There are various
problems in the Worthington Healthcare System and the PMO determines the cause of the
problem and should immediate steps in order to solve the problems that arise in the
Worthington Healthcare system so that it is upgraded to maturity of level 4.
The project management methodologies of the Worthington healthcare system was
very complex for the people of the system to understand. There were some managers of
project that could function at a level of maturity that is higher but on the entire part, there was
no strength there. The methodology of project management was so complex that people could
not understand the methodology of project management. They did not know that everything
was tied together and they did not even understand the value of the methodologies of project
management. The people did not understand the complexity of the project management
methodology because it was not very much implemented in the Worthington Healthcare
system. Complexity can influence the control and the planning of the project. It was difficult
for the people to understand the project management methodology because various types of
methodologies were implemented in the Worthington Healthcare system. However, none of
them worked out for the Worthington Healthcare system and so the people did not understand

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which was the correct methodology of project management for the Worthington Healthcare
system. The people of the Worthington Healthcare system could not understand the
complexity of the project management methodology because the healthcare system tried to
implement many methodology but they did not work out. The people were confused about
which to work and later the PMO came into effect that made the complexity of the project
management methodology simple for the Worthington Healthcare System.
Part B
In the recent discussions, Charles king had proposed that the EPMS should adopt a solution
of PMO that is full-fledged. All the managers of the project would belong to the EPMS’s
group of enterprise project management. In contrast to this, the managers of the application
services proposed a structure of project office that would minimize the EPMS to the group of
portfolio and then place all the managers of the project and the leads in the organization of
the customers. An alternative should be pursued by Richmond in order to make the
Worthington Healthcare system better. Richmond felt that the collaboration between the
services of application and EPMS highlighted the strengths of the structure that is hybrid.
Sometimes, the leads of the project were so overwhelmed by their intricacy of their jobs that
they were desperate for the discipline of project. This was the time when the project
managers of EPMS were called in order to help the leads of project in order to gain control
over the projects. The thing that was done good in the Worthington healthcare system is the
EPMS that consisted of EPM and portfolio management that handled the various projects of
the Worthington Healthcare system. The top priorities of Richmond were to develop a fully
functioning PMO. The good thing about Worthington Information system was that is only
dealt with the projects that are related to information technology. The managers of the
Enterprise Project management in order to develop practices of project management. The
team of portfolio mainly focused on the management of data and reporting. The team were

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given the task to identify and manage the information about the projects in the Worthington
Information System. The PlanView was also an important decision by the Vice President of
the Worthington Healthcare system, it is the best portfolio tool, and the best practices of the
information technology projects were baked into the PlanView tool. They were also given
training on how to use the tool. Many things were missing in the information system of the
Worthington Healthcare system. The things that were missing according to the IT service
management are the incident management, management of change, problem management and
knowledge management that were missing in the Worthington Healthcare services.
The recommendations that should be given to Richmond are that ITIL needs to be
adopted in the Worthington Healthcare system so that it could increase the level of maturity.
The organization was of maturity of level 1 and it needs to upgrade to maturity level 4 so that
it can handle the IT projects properly. The characteristic of IT management should be
employed in the organization so that Worthington Healthcare system can upgrade to maturity
of level 4. The IT Management characteristics include flexibility, communications and many
more that will help the organization to upgrade to maturity of level 4. The organization
should adopt the ITIL framework. The ITIL framework consists of five stages as a part of
service lifecycle. Each of the steps is composed of a set of procedures and that are aligned
with the structure of IT organization that is the Worthington healthcare system. The best
practices of the ITSM should also be adopted by the Worthington Healthcare system. The
Worthington healthcare system should also adopt new technologies so that they can handle
the IT projects project properly. Automation is very important in the IT services management
and the organization should automate the processes while maintaining the policies of the
organization. The provisioning of the services of IT will encourage the end users to follow
the procedures of ITSM that are standardized.

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The Worthington Healthcare system can face several problems while implementing
ITIL. ITIL affects the whole organization, business of the organization and the department of
IT of the organization. The challenges that are faced while implementing ITIL in the
Worthington Healthcare system include commitment of the management of the organization,
resistance to ITIL, culture of the project that is the Worthington healthcare system should
adopt ITIL and then work with it and not move with something else. This approach always
fails. The challenges include acceptance of the business, implementation of ITIL that is naive
and the tools of the ITIL. The Worthington healthcare system can do much better with the IT
projects if ITIL framework and the ITSM frameworks are adopted. However, before that
Richmond should also study about the challenges of implementing ITIL in the Worthington
healthcare system so that he can implement the ITIL frameworks properly and handle the IT
projects of the Worthington healthcare system properly.

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