CIO Corner: Transforming IT Service Operations
Last year, we began to rethink the way we deliver our IT services so we can better support you, our customers. The goal is to expand our local support teams and self-service options so you can provide uninterrupted patient care and have limited disruptions to your work. Focusing on you is at the heart of our IT Service Transformation.
To provide enhanced support to you, we’ve established onsite IT Service Operations teams. These teams are rounding more frequently to meet you where you are and help to address your issues and needs.
New System for Better Service
On April 6, we’re launching a platform called ServiceNow, which will make it easier for you to submit your IT issues, service needs and ideas. You’ll be able to track your tickets, and we’ve built in efficiencies to get those tickets to the right teams to help you.
With ServiceNow, you’ll also find valuable self-help resources in our new and improved IT Support Website (itsupport.houstonmethodist.org). To learn more, take a brief video tour of the site, and read this article.
Later this year, we’ll be launching a mobile app you can use to get IT support. We’ll also integrate ServiceNow with Epic for faster resolutions.
Our Transformation Begins at Houston Methodist Clear Lake (HMCL)
We started our service transformation at HMCL. Last November, we surveyed HMCL staff and based on feedback, we’ve made immediate changes. We heard that HMCL would like their local IT service operations team to answer their calls, so we incorporated a new telephone prompt. Between 8 a.m. and 5 p.m., Monday through Friday, calls will be answered by HMCL IT team members. We created a new walk-up support area called Ask IT, also available from 8 a.m. to 5 p.m. Monday through Friday. When customers have IT equipment or application issues or questions, they can simply stop by Ask IT for assistance.
In addition to these improvements, we’ve added a new Principal Service Analyst (PSA) role to the HMCL team. PSAs provide expert technical resources, covering a broad range of applications and IT needs. Once again, the goal is to have more IT team members at your location to support you.
As one satisfied customer at HMCL shared, “I have to say, one of the best improvements I have seen is the collaboration between the onsite clinical team members and the IT team members at HMCL. Actually knowing who is going to respond to a request and feeling more of a team collaboration has been amazing.”
Expanding Our Support Systemwide
HMCL is only the beginning. Plans are in place to open more Ask IT walk-up support desks and add more PSAs systemwide later this year. As exciting as it’s been to see these concepts develop, we’re continually seeking to understand how we might better deliver support services to you.
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.