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Session 603: Innovative Service Management: From Reactive to Proactive

Chi-Cheng Chu  (Manager of Information Services, North York General Hospital)

Location: Olympic

Date: Wednesday, November 13

Time: 3:15 pm - 4:15 pm

Pass Type: Conference & Expo Package

Track: Implementing and Optimizing Services

Format: Case Study

Vault Recording: TBD

Audience Level: All

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.

Presentation File