Optimizing the business and IT relationship--a structured approach to implementing a business relationship management framework.

The relationship between the business and the IT organization is an area where many healthcare providers experience challenges. IT is often perceived as a service provider rather than a partner in delivering quality patient care. Organizations are finding that building a stronger partnership between business and IT leads to increased understanding and appreciation of the technology, process changes and services that can enhance the delivery of care and maximize organizational success. This article will provide a detailed description of valuable techniques for optimizing the healthcare organization's business and IT relationship; considerations on how to implement those techniques; and a description of the key benefits an organization should realize. Using a case study of a healthcare provider that leveraged these techniques, the article will show how an organization can promote this paradigm shift and create a tighter integration between the business and IT.

IT management and governance systems and their emergence in healthcare.

Today's healthcare IT departments are challenged with understanding the total service demand imposed by their user communities and how much of their limited resources are available to meet that demand. This challenge is being addressed through the use of new IT management and governance (IT-MG) systems. This software supports IT governance and project and portfolio management. IT-MG is a relatively new term to healthcare; it entails reviewing and managing demand for IT services from inception to completion through the application of IT resources. These systems help save time through automated reporting and quicker delivery of services; they save money by more effectively addressing resource needs on time and on budget. The systems also reduce the number of administrative tasks through process automation; increase customer satisfaction by communicating services and deliverables more quickly and accurately; and help executives make better and more informed decisions about priorities and expectations through reporting that was previously nonexistent. This article will explore IT-MG systems and present a case study of a hospital that rapidly implemented this type of system.

Demand management in healthcare IT. Controlling IT demand to meet constrained IT resource supply.

Healthcare is behind other industries in the ability to manage and control increasing demand for IT services, and to ensure that IT staff are available when and where needed. From everyday support requests to large capital projects, the IT department's ability to meet demand is limited. Organizational and IT leaders need to proactively address this issue and do a better job of predicting when services will be needed and whether appropriate resources will be available. This article describes the common issues that healthcare IT departments face in the efficient delivery of services as a result of factors such as budget constraints, skill sets and project dependencies. Best practices for controlling demand are discussed, including resource allocation, governance processes and a graphical analysis of forecasted vs. actual thresholds. Using specific healthcare provider examples, the article intends to provide IT management with an approach to predicting and controlling resource demand.