Jeff Rumburg (Managing Partner, MetricNet, LLC)
Location: Royal Melbourne
Date: Tuesday, October 16
Time: 3:15pm - 4:15pm
Pass Type: Conference and Expo Package - Get your pass now!
Track: Decisions That Drive Results
Format: 60-Minute Case Study
Vault Recording: TBD
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