IT Service Transformation

Last year, we began our IT Service Transformation to improve the effectiveness and efficiency of the service we deliver to our customers. Our number one priority is to strengthen our service operations to support you. It’s critical to our success as a health care institution that our IT team members respond to your needs, so you can focus on what matters most – our patients and the work you do.

One key element of this transformation is delivering new tools to better support our patients and you. To accomplish this, we launched a new IT Support website (itsupport.houstonmethodist.org), powered by ServiceNow, and Epic Hyperdrive. As cloud-based solutions, they provide more secure and efficient ways to access and exchange information.

One of our biggest investments in our service transformation is actively listening to you. We’ve conducted systemwide surveys to really understand your IT service experience, so we can better meet your needs. We’ve learned a lot and have taken immediate steps to ensure you’re getting the best support and service possible.

Adopting Generative AI Safely and Responsibly

In our journey to support HM’s digital innovation efforts, we play an active role in evaluating and supporting a range of innovative technologies that are being used to diagnose and treat patients. This includes making Artificial Intelligence (AI) part of our strategy.

While HM is one of the top health care systems leveraging AI, we’ve taken a strong stance on using this technology safely and responsibly to maintain trust from our clinicians and patients. Read more.

In the Cloud

Cloud computing has become an industry standard for nearly 94% of companies. This means data and applications are now being stored and accessed over the Internet instead of through an onsite server or your computer’s hard drive.

At HM, this technology has become a key part of our IT strategy, as it enables us to improve operational efficiency, reduce costs and ensure better performance and reliability, so our systems are there when you need them.

Cybersecurity

As more data moves to the cloud, a strong cybersecurity strategy is needed to protect our patient and employee data that could potentially be accessed by criminals over the Internet. Over the past few years, HM has created a digital framework to strengthen our ability to monitor, prevent, detect and respond to cyber threats.

The other part of our cybersecurity strategy includes you. All HM team members should be knowledgeable about cyber threats and what you can do to protect yourself at home and at work. With the hiring of a new chief information security officer in April, we’ll be working with you more to strengthen our cybersecurity culture and our defenses against threats.

Continuous Improvement and Feedback

Leading medicine requires that we innovate every day. We each play an important role in driving HM forward. I welcome your thoughts and opinions; you can share them with me by clicking here. Your anonymous feedback will be used to identify opportunities and make improvements in IT support and services systemwide.