What Is IT Service Management?
IT service management includes the actions performed by an organization to design, deliver, implement and control its IT services for end users. ITSM takes a proactive approach to IT, focusing more heavily on the end-user’s needs as opposed to those of IT systems and emphasizing continuous improvement.
Without good ITSM, an organization’s efficiency and productivity can fall by the wayside — which is where modern, software-based tools like ServiceNow can come in handy. These solutions can help an organization maintain primary IT functions, such as a service desk, while simultaneously taking a broader view to its IT processes.
“You must consider the various dependencies and links across ITSM and IT processes, even if there is no pressing need to do so,” Mike Roberts, marketing manager for CDW, writes in a recent blog post. “Such big-picture thinking will be invaluable for future enhancements or should an unforeseen problem arise.”
Traditional Uses of ITSM in Healthcare
From streamlining existing processes to mitigating risk, quality ITSM in healthcare can help organizations regain control over IT costs while improving patient care. Take Novant Health, for example.
The Winston-Salem, N.C.-based healthcare system runs its IT management platform on top of ServiceNow. Using the Software as a Service-based tools as its service-delivery platform, the organization set out to reduce the amount of human error involved with IT and break down the silos impeding quality customer service for its staff and clinicians.
Novant’s main goal: Elevate the level of service that the health system could provide via the help desk wherever possible and drive quicker resolutions.
“We try to be as proactive as we possibly can in how we service our infrastructure within our facilities,” says James Kluttz, vice president and CTO for Novant, “whether it be a physician practice, a corporate facility or an acute care facility.”
In the past year, Novant has enhanced its model significantly. The organization previously ran a telephonic approach, where staffers were required to call in, talk to an agent and report their incidents. Now, the company has been able to introduce chat capabilities to eliminate hold times for end users, allowing them to spend more time with patients and perform their jobs in the most effective way possible.