Session 603: Innovative Service Management: From Reactive to Proactive
Wednesday, November 13 at 3:15 PM
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In 2017, North York General Hospital experienced challenges with meeting high demands for IT support. The support team implemented ITIL and shift-left, but the results weren't great. NYGH resolved to innovate. Just one year later, NYGH successfully leveraged a combination of service model, technology, and process to turn away from fire-fighting toward proactive support, returning 6600+ hours annually back to patient care. In this session, Chi-Cheng Chu will share NYGH's insights and lessons learned about spotting the signs of implementation failure, evolving a process while staying on track, finding resources, justifying investments, and more.