Session 305: Building a Center of Excellence: The EmoryHealthcare Success Journey! (Case Study)


Tuesday, October 16 at 3:15 PM

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In 2016, Emory Healthcare's support organization faced a host of serious challenges: the company was growing rapidly through acquisition; the support organization was fragmented, scattered across multiple departments; metrics were immature, ITIL processes nonexistent; and there was little accountability in the organization. Additionally, new technologies continued to be rolled out across a complex network of healthcare providers and facilities. In short, the IT environment was chaotic, unpredictable, and virtually impossible to support.

Today, Emory Healthcare has one of the top-performing support organizations in the healthcare industry. By maturing their metrics, adopting ITIL processes such as incident and problem management, and creating a system of performance scorecards, Emory Healthcare broke the cycle of reactivity, tamed the chaos, and transformed its support organization into a Center of Excellence. Attend this session to learn about:

• The ITIL processes that yield the biggest benefit
• Using metrics to drive accountability
• Consolidating support in a fragmented environment
• The importance of messaging in the transformation process

Jeff Rumburg

Managing Partner
MetricNet, LLC

Jeff Rumburg is the winner of the 2014 Ron Muns Lifetime Achievement Award. As cofounder and CEO of MetricNet, Jeff has been retained as an IT service and support expert by some of the world's largest corporations, including American Express, Hewlett-Packard, General Motors, and IBM. He was formerly CEO of the Verity Group, where he syndicated the industry's first service desk benchmark. Jeff received his MBA from Harvard University.