The Broad and Narrow Focuses of Healthcare ITSM

In the past several years, health care providers in the United States have deployed a wide breadth of new technologies to keep up with the demands of the modern medical market. When discussing healthcare IT service management, it is impossible to leave out a significant diversity of tools and solutions, including electronic medical records, telehealth, big data, enterprise mobility, the Internet of Things and more. 

Likewise, decision-makers cannot leave out the rules and compliance statutes in place that simultaneously require a high level of security protections and enhanced accessibility to data among patients and physicians. Just look at the Health Information Portability and Accountability Act at the same time as the Health Information Technology for Economic and Clinical Health Act, which come with significant demands that can tax even the most qualified medical IT departments. 

Now, it might seem as though it is either impossible or improbable that health care providers can quickly modernize their IT service management and delivery frameworks in light of how complex compliance and new technologies have become. However, plenty of organizations in this industry have shown just how fast these objectives can be reached by taking an intelligent and next-generation approach to management. 

In many ways, the trick is being able to balance a broad and narrow focus of the ways in which ITSM will impact the workplace and patient care at large, ensuring that both the high-level objectives and more acute matters are covered within policy and supported by effective solutions. Luckily, there are plenty of advanced technologies, especially those based in the cloud, that can help healthcare decision-makers strike this balance in stride. 

The broad
When it comes to the larger perspective of healthcare ITSM, certain trends such as IoT, compliance, employee training, staff member enablement and big data should be among the first matters to come to mind. These movements have had a profound impact on many sectors, but few can compare to the potential benefits, as well as challenges, that they present to medical organizations. 

Let's begin with big data. Advanced business intelligence solutions have been cited by many government officials as having the power to completely revolutionize patient care and strengthen overall population health management. Many healthcare providers have already started to leverage big data, especially in light of widespread electronic medical record deployments that have occurred in conjunction with the HITECH Act. 

Decision-makers must ensure that they have a broad-perspective of all channels and platforms through which data is being generated, shared and managed to truly capture the benefits of big data. This also ties into IoT, mobility and other wide-angle-lens matters, as each of the trends will certainly lead to higher volumes of data. 

Similarly, organizations must ensure their staff members are ready to oblige policies and protocols therein through training and development.

Modern health care ITSM will be difficult to optimize without the right large-scale perspectives present among decision-makers, while the finer points will also be just as critical. 

The narrow
ITSM is all about engagement and responsiveness, and once companies have the broader aspects of framework development and provisioning completed, it will be time to begin focusing on each individual user. This also happens to be where matters can get extremely complicated, as physicians, administrators, human resources professionals and IT departments will all have different needs, while each individual will also require some form of specialization when it comes to support and service delivery. 

User experience can be optimized across the board when the solutions in place for IT service delivery are agile, as it will enable support staff to more quickly and accurately provide the answers to everyday questions. Furthermore, companies can get an edge on streamlining the user experience by ensuring that the tools in place in the IT department are among the most advanced and capable around. 

Now, when it comes to the healthcare industry, maximizing the user experience for all those involved will come with challenges that not only sprout up on a case-by-case basis, but also that relate back to compliance. For example, physicians will need access to electronic medical records quickly and efficiently, while administrators might not have the same types of authorization to look over these files. 

In some ways, it might be best to divide and conquer, identifying all of the broader aspects of healthcare ITSM that need to be covered, as well as the narrow matters, then implement specialized policies that align with the entirety of demands. 

Aptris has been supporting healthcare organizations in their pursuit of optimized ITSM for years now, and leverages some of the most advanced cloud-based tools to help leaders cover the broad and narrow aspects of their objectives and needs. From implementation services to long-term management support, medical organizations can often get a significant push in the right direction by partnering with a firm such as Aptris.