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It’s never easy to convince people that IT Service Management (ITSM) is an important area to focus on.  But by investing time and money into it, companies can expose existing inefficiencies, thus saving even more time and dollars (sometimes in the millions or billions) by creating better processes, leveraging its human resources better and revisiting existing technologies that may need care.  In order for an ITSM implementation to be effective, there are a few things that need to happen before you get started.

-Determine what you are trying to accomplish.  There are different reasons for ITSM-anything from seeking to improve IT performance to trying to increase efficiency.   Agree on a goal before putting together new processes.

-Choose your tools wisely. Start with the processes first before focusing on tools.  Too many people do this the other way around.  By taking the time to examine your processes, you may uncover previously purchased tools that can be used.  You will also determine what tools are essential—saving money by not investing in unnecessary products.

-Get everyone on board with the real deal.  Most people are generally resistant to change and employees are often hesitant to speak the truth.   But for an ITSM implementation to work, the employees need to be clear on expectations, their respective roles and that of the goals of the organization as a whole.

Above all, do what makes the most sense for your organization. Everyone’s needs differ so identify your business objectives and make the changes that will improve your efficiencies and maybe even your budget!

We all know that healthcare organizations live in fear of exposing their weaknesses, especially when it comes to a HIPAA Security Breach.  These can affect their reputation—and their bottom line.  It would be helpful if a program existed that compelled these organizations to report breaches when they occur.  InfraGard® is a program that was designed for this purpose to help private businesses share information and intelligence with the FBI which they perceived as a potential threat against the United States.  Initially, InfraGard® was met with the same hesitation—companies feared how the public would react if they showed a lack in security.  But now that the program has developed further, and includes a degree of anonymity, there is widespread acceptance.  A similar program would be a great help to the healthcare community.  Until then though, companies may have to grin and bear it, because organizations have to report breaches. HIPAA has recently enhanced penalties for failing to report an incident. Known as “willful neglect,” intentionally ignoring a breach would trigger a possible penalty which can range from $10,000 per violation to a maximum of $50,000 per violation if the violation is corrected (meaning individuals are notified) and up to $1.5 million per violation if the violation is left uncorrected! If that isn’t cause for playing by the rules, what is?!

Why do we purchase and install software?  Seems pretty obvious..somebody needs it.  But do they?  Whether a large group or an individual pursues an upgrade or requests a new product, processes need to be in place to ensure its value.  There are other things to consider beyond the need for a product. These include budgeting, vendor selection and procurement.   Once you’ve established what you want to deploy, make sure it is done the right way.  Some things to be wary of:

The wrong tools.  When planning a deployment, you need to assess your existing inventory of both software and hardware products before exploring what tools are needed.  It is a waste of money to invest in tools if your system doesn’t support them or is not compatible with them.  Establish what you have before investing in what you think you need.

Faulty implementation. Sometimes things just go wrong and software is installed improperly. One way to help avoid this is by appointing an administrator as the sole person to install software.   Of course, there are still some employees who find a way around the system.  A way to seek them out is through exception reporting.  This is a process that tracks objects that are somehow different or essential.  By employing exception reporting you can determine installs that were done without approval and take steps to have them removed.

Deploying new software can seem like a daunting task, but good processes in place, it can be done effectively.

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