Meeting Today's ITSM Challenges
Lessons Learned in 30 Day Trials of IT Services
Revamping the Federal IT Ecosystem
Accelerating the Digital Transformation with Cloud Computing
Designing the IT Organization for Service Management
Michael Reagin, Corporate VP & CIO, Sentara Healthcare
Acknowledging the Great Power of Modern Technology
Joyce Jinde Edson, Deputy CIO & Asst Gen Mgr, City of Los Angeles
Collaboration: The Key to Progression
By Cletis Earle, CIO, Kaleida Health
The most significant trends noticed today are concerned around security. Therefore, CIOs are in the constant endeavor of addressing security issues on a daily basis, ensuring they right size their organization without threatening the security posture. In the thick of this, there is a significant attention paid to service management. As M&A activities are transpiring in organizations, this trend has provided an incentive to deliver the right tools to organizations as they continue to consolidate various aspects like the technical server, systems solutions as well as security.
2. Can you elaborate on your protocol in short listing and identifying the most efficient and the ‘right’ solution providers for your enterprise?
I place my winning wager on the best-of-breed solutions. In a bid to identify the best-of-breed solution providers, I opt for, in many instances, the ones recommended by renowned research analyst organizations, and the solutions successfully deployed by other partnering organizations. Besides relying on the successfully deployed cutting edge and agile solutions, I also take into consideration the economic efficiency of the product. Keeping all the parameters in mind, I aim at driving the whole process with a solid technical and operational outcome that provides a strong impact on the organization.
3. Considering the earlier said notion about IT service management, how do you examine whether the service deployed in your organization serves the purpose and are up to the mark?
In Kaleida Health, to assess the deployed services to be successful, we rely on our partners and their feedback loop. It is a constant and open communication with our partners or solution providers. We encourage them to be physically located in our organization so that they can actually contribute to the operational impact. It also helps us to reach out to the solution providers at any point in time when an issue crops up.
Collaboration should be considered the key that helps in the continuous growth of the organization
We had the honor of winning the 2017 Innovator Award for its Find Your Way feature on the mobile app—the initiative we implemented to escalate the healthcare experience and simplifies the lives of patients and their family members. We created an application, which can be downloaded by our customers for their personal use. The application assists in reminding the patients about their appointments, navigating the visitors with floor maps, walking directions, and more; to help them reach their destined location. It also notifies the visitors about the parking facility nearest to their appointment. This is a very promising framework that we have in store for our customers.
5. What is your take on the methodological approach for convergence of revenue cycle management?
The incorporation of the cloud in the healthcare will transform the sector to an entirely new level. But unlike the other sectors, healthcare has a lot more sensitive data to be secured and therefore the solution we tend to deploy should be robust enough to solve the security issues. By implementing cloud-based tools and solutions, the organization will be more mobile and agile which, in turn, has a higher risk of security threats. To overcome these enormous challenges, the organizations should encourage collaboration.
6. What according to you are the effective ways of overcoming the challenges?
Technology is undergoing a tremendous transformation; therefore, I would suggest leaders adopt collaboration as an effective way to overcome any unexpected threats. In today's competitive world, leaders find it impossible to pool resources, however, if they work together across multiple verticals, leveraging each other’s resources, which can strengthen both the organizations. Collaboration should be considered the key that helps in the continuous growth of the organization.
From the security perspective, even attackers, these days, are employing a collaborative approach. In these challenging times, it is imperative that we learn from our peers and foster a work culture that embraces transparency and compassion. We are on a journey to discover a new model where synergies come into play pushing the leadership to take a strategic approach to IT, being open to discussions to find out ‘where the organization is’ and ‘where it aspires to reach while keeping pace with the changes.’
Besides, innovation is an inevitable part of information technology; therefore, to create a tailor-made solution that connects to the business is crucial. Rather than deploying or trying numerous technological solutions, we should adopt a performance management initiative and make sure the investment is being used to the full potential with a guaranteed return on investment. With big data, automation and artificial intelligence, the industry stands on the cusp of significant transformation propelling us to not only adapt and adopt the latest technology but also be cautious about the way we utilize it. However, we should make sure that the caution does not hamper the progression.