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Best Management Practices: ITIL for Health Technology Management

Mariana is a health technology consultant and project manager at ABM Healthcare Support Services. Mariana is also a frequent author and guest lecturer at the University of Connecticut.

Mariana Hu

on 6 March 2015

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Transcript of Best Management Practices: ITIL for Health Technology Management

Access management
What is ITIL?
ITIL got its start in the UK 20 years ago, and since then, it's been adopted worldwide.

While it's not a standard, it's a set of best practices, but it does make reference to ISO/IEC 2000: IT Service Management and ISO/IEC 27001: Information Security Management.

Initially, it consisted of 31 books covering all aspects of IT services. In 2004, it was revised and converted to 7 better connected books in ITIL v2. In 2007, ITIL v2 was further refined into ITIL v3, the current version, consisting of 5 core books that cover the service lifecycle.

Understanding who the IT customers are, the service offering that are required to meet the customers' needs, the IT capabilities and resources that are required to develop these offerings and the requirements for executing successfully
Design new and changed services, including their architectures, processes, policies, and documentation to meet agreed business requirements
It receives the SDP from the Service Design stage and delivers to the Service Operation stage every necessary element required for ongoing operation and support of the service
Delivers the agreed level of service on an ongoing basis while overseeing the daily overall health of the service and managing the applications, technology, and infrastructure that support the delivery of the services
Why is it important?
Today's technologies are very complex and although they provide tremendous business opportunities, they present challenges regarding confidentiality, integrity and availability of services and data.

Modern businesses highly depend on a robust IT infrastructure to be successful. By planning, implementing, managing, and supporting IT services in the appropriate way, the business will suffer less disruption and loss of productivity, reduce costs, increase revenue, improve public relations, and achieve its business objectives

ITIL benefits:

Drive consistency, efficiency and excellence into managing IT services.
Align IT services with business needs
Negotiate achievable service levels
Implement measurable, improvable services and processes
Use a common language
Why is ITIL important to Clinical Engineering
Use consistent, repeatable processes and practices!

Care providers rely heavily on
healthcare technology to be ready
and available to deliver safe,
effective and timely care
CE can meet and exceed service expectations and work as efficiently as possible.

This would give CE industry recognition for the value provided to healthcare organizations!

Foster CE-IT collaboration to provide
seamless support to converging technologies:

A common language and
a common governance framework!

CE processes map very well with ITIL defined processes
The direct inputs for the production services:
The provider's ability to coordinate, control and deploy resources:
The functionality offered by the service to meet a particular need: fitness for use

It is perceived as the attributes of the service that have a positive effect on the performance of tasks associated with desired outcomes

A guarantee that the service will meet its agreed requirements:
fit for use

Reflected in the positive effect of being available when needed, in sufficient capacity, and dependability in terms of continuity and security
Utility and warranty form the basis of service value!
Manage the service provider's budgeting, accounting, and charging requirements.
Provide a financial quantification of the cost vs benefit value of IT services, cost projections and workload forecasting.
New or changed service solutions
Service management systems and tools
Technology and management architectures
Processes, roles and capabilities
Measurement methods and metrics
5 aspects
Effective & efficient
use of the 4 P's
Service Design Package
It's the outcome of the Service Design phase.

It defines all aspects of an IT service and its requirements through each stage of its lifecycle
Information Technology Infrastructure Library! It's the most widely adopted set of best practices for IT service management in the world!

Financial management
Service Portfolio
Proactive management of the investment across the service lifecycle, including those services in the concept, design, transition pipeline, service catalog and retirement.
Business Relationship
Establish a strong business relationship with the customer and understand their needs and business outcome drivers.
Design coordination
Service Catalog Management
Service Level Management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Provides single point of coordination and control for all activities and processes within the Service Design stage
Provides a single, consistent source of information on all agreed services and ensures that it is accessible to those approved to access it
Negotiates, agrees and documents appropriate IT service targets with the business, and then monitors and delivers reports on delivery against the agreed level of service
Ensures that IT capacity meets current and future business requirements in a cost-effective manner.
Ensures that availability targets related to service, components and resources are measured and achieved, and that they meet or exceed current and future business needs in a cost-effective manner.
Respond to disasters and ensure resumption of IT services given the agreed needs, requirements and timescales of the business
Ensures information availability, integrity, confidentiality, and non-repudiation
Ensures that suppliers perform to the targets contained within their contracts and agreements, while conforming to all of the terms and conditions

Key principles for
successful service

- Understand all services, their utility and warranty
- Establish a formal policy and common framework for implementing required changes
- Involve all relevant parties, ensure appropriate knowledge is available, and that work done is reusable in future similar circumstances
- Be proactive and determine likely course correction requirements and adjustment of service elements
Cover the whole assembly and implementation of new/changed services for operational use, from release planning through to early life support.
Change management
Service asset and configuration management
Knowledge management
Transition planning
and support
Release and deployment management
Ensure that standardized methods are used for the efficient and prompt handling of all changes, that changes are recorded in the Configuration Management System and that overall business risk is optimized.
Ensure changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
Maintain information by using the Configuration Management System about Configuration Items and their relationships required to deliver an IT service
Ensures that the right person has the right knowledge, at the right time to deliver and support the services required by the business
Plan and coordinate resouces to ensure that the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operation, and identify, manage, and control the risks of failure and disruption across the transition activities
Service validation and testing
Provide objective evidence that the new/changed service supports the business requirements including the agreed SLAs by testing the new/changed service against utilities and warranties set out in the SDP.
Restore normal service as quickly as possible and minimize the adverse impact on business operations
Incident management
Enable users to request and receive standard services, to source and deliver these services, to provide information for users and customers about services and procedures for obtaining them, and to assist with general info, complaints, and comments.
Request from a user for info or advice, or for a standard change, or for access to an IT service
Request fulfillment
Provide the rights for users to be able to access a service or group of services, while preventing access to non-authorized users
Investigate root cause of incidents, determine resolution, and ensure it is implemented.
Document problems and appropriate workarounds and resolutions.
Request changes to permanently resolve problems.
Root cause of incident
Service Desk
Technical management
Application management
IT operations management
Provide single point of contact for all users of IT.
Manage lifecycle of incidents and requests, escalating as appropriate and closing them when user is satisfied.
First-line investigation and diagnosis of incidents.
Keep users informed of the status of services, incident, and requests.
Plan, implement and maintain a stable technical infrastructure
Ensure that required resources and expertise are in place to design, build, transition, operate and improve the IT services and supporting technology
Similar to Technical Management, but with a focus on software applications rather than infrastructure
Management and maintenance of the IT infrastructure required to deliver agreed SLA to the business
Problem management
Medical technology service management processes
Manage the lifecycle of service calls for systems that have both medical and information technology components
Quality assurance: review clinical technology related processes, services, incidents and work with stakeholders to achieve improvements
Continuous service improvement
Negotiate, agree and document CE service targets with the healthcare organization; monitor and report on service delivery against agreed level of service
Service level management
Manage service vendors and contracts for medical equipment; ensure vendors deliver agreed level of service and conform to the T&Cs
Perform investigations on incidents involving medical devices and provide recommendations for further action to prevent incident recurrence
Problem management
Supplier management
Incident management
Request fulfillment
Service Desk
Manage medical device/systems security to ensure clinical data integrity, availability and confidentiality
Information security management
Asset and configuration management
Configuration Management Database
Inventory medical devices and systems, and maintaining information on their relationships and configurations
Keep track of service costs by cost center, charge back for service delivered, budget for service support costs and project future service costs
Financial management
Plan for emergency to ensure patient safety in the event of a utility failure that may negatively impact patient care services
Service continuity management
Identify and manage risks associated with medical devices; develop a mitigation plan to reduce risks
Availability management
Capacity management
Service continuity management
Change management
CE could adopt & adapt some elements of ITIL
Manage changes in medical devices' hardware or software components
Information technology service management processes
... . . .
... . . .
Clinical Engineering should adopt and adapt ITIL best practices for healthcare technology service management to realize benefits such as:

ITIL defines a framework for best practice IT service management and has gained worldwide recognition by proving to drive high quality IT services
ITIL Certification
Thank you
Mariana Hu, MSBME
Clinical Systems Engineer
ABM Health
Stephen L. Grimes
Chief Technology Officer
ABM Health

for your attention!

Event management
Generate and detect notifications on event occurrences, determine its significance and decide what actin, if any, to be taken
Unplanned interruption to an IT service, a reduction in the quality of an IT service, or an event that could disrupt service
7-step improvement process
Maintain value for customers through continual evaluation and improvement of the quality of services and overall maturity of the IT service management lifecycle and underlying processes
Driving efficient CE services that meet and exceed expectations
Measurable and improvable services and processes
Fostering CE-IT collaboration
Change of state that has significance for the management of a configuration item or IT service
Full transcript