Originally posted on November 18, 2011
Organizations today are seeking IT Service Management tools which allow the organization to rapidly modify processes without the need for time consuming and expensive reprogramming of their ITSM platform. Departments tasked with delivering IT services have to be agile, no matter the industry. While technology changes often drive changes in IT processes, requirements also change. These can be driven by regulatory change, a need to increase efficiency within the department, or organization as a whole. Taking that a step further, ITIL aligned entities (departments or organizations) which embrace Continuous Service Improvement will regularly modify processes to ensure the best possible use of existing people, processes, and tools.
Now, if you are part of a department delivering IT services in the Healthcare industry, you know you have to be even more agile. While other IT departments may be able to shoot from the hip when it comes to processes, those providing IT services in Healthcare must accommodate regularly changing regulations and laws, mandates from government on the use of technology such as Electronic Medical Records, and the delivery of high availability services to users whose lives really do depend on these services. In every way, Healthcare IT is challenged to deliver services which have constantly changing requirements. The best way to address those requirements is to have tools, as we mentioned, which can change quickly to meet these challenges.
The problem many IT departments have today, be they in Healthcare or other industries, is that the IT Service Management tools they have in place are built on legacy platforms. These tools, while often very robust, are typically inflexible and require actual reprogramming to make even simple changes to forms, let alone complex changes to workflows and process automation. In other words, these legacy tools are not agile; these tools cannot be quickly adapted to changing organizational requirements.