Producing an IT Service Catalog

1
Producing an IT Service Catalog

• Chris Bailey -- ProHealth Care
• June 10, 2008

2
Background ProHealth Care

• Regional Health Care Provider in Waukesha County
• Waukesha Memorial Hospital Built in 1914
• ProHealth Care formed in 1998
• Two Hospital Campuses (Waukesha and Oconomowoc)
• Thirteen Medical Clinics
• Seven Elderly Care or Assisted Living Centers
• Ambulatory Care, Fitness Center, Home Health Care
  Services
• Additional EHR Services to Independent Physician
  Offices
• About 4,500 employees
• About 8,200 users / identities

3
Getting Started Who to Involve?

• Management Buy-In
• Service Management Ownership
• Individual Champion or Committee?

• Process Owners
• Technical Resources
• Internal Staff
• Additional Expertise / Consulting

4
Which Services to Target

• Prioritize by Value
• Cost and Time Savings
• For Business and IT
• Convert Existing Processes
• User Access
• Hardware / Software Requisitioning
• Request Technical Support
• Request an I.S. Project
• What Additional Services Do We Provide?
• From Customers Perspective
• Input from All Over IT Department

5
Determining IT Value to Your Business

• Interface Outside of IT
• Customer Relationship Managers
• Understanding Business Services
• Where Does Money Enter and Exit?
• Where are Large Amounts of Time Spent?
• IT as Supporting Services
• Track Service Relationship
• Overlay Services with Service Desk and Customer
  Satisfaction Metrics
• Service Performance
• Time Spent per Service

6
Where Do We Go From Here?

• Get the News Out!
• Internal SLAs
• Dashboards and Reporting
• Newsletters and Communications

• Continual Review
• Progressively Add Other Areas Within IT
• Proactive Problem Management
• Gaps in Service Catalog
• Opportunities for Service Improvement
• Trends in Requests for a Service