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.

Chi-Cheng Chu

Manager of Information Services
North York General Hospital

Chi-Cheng Chu is a results-oriented leader with more than 20 years of experience in IT, currently focusing on enterprise service management, risk management, process improvement, and value realization. Chi-Cheng holds multiple certifications – HDI Support Center Director, C|CISO, PMP, and others – and often presents innovative solutions and outcomes in global conferences.<br /><br />