3.3.6 Continue to optimise the ICT service function
Delivering effective technology solutions, transparently and effectively prioritising work in alignment with the organisation, providing high quality support through well resourced and capable teams and effective partnership with statewide organisations.
Initiative
High Level Description
Expected Benefits
Implementation considerations
Leading Entity
Efficiently respond to business needs and increase transparency by enhancing demand management and prioritisation processes and tools. Examples of activities include: ► Reviewing and enhance governance surrounding demand management, project work and service prioritisation to improve the perceived lack of transparency with the business and overall partnership with the organisation ► Digitising project prioritisation and queue placement for greater transparency ► Reviewing, enhancing and simplifying the local ICT service catalogue ► Creating processes to streamline enhancements within the existing enterprise architecture and build processes to operationalise new architectures ► Using service management tools to improve service visibility and prioritisation processes ► Utilising a self-service portal and dashboard linked to the statewide service management (ServiceNow) tool, where a clear workflow of tickets, in-flights projects and associated updates are available, increasing transparency of services provided by the ICT function.
Collective accountability around demand management and prioritisation Improved service satisfaction within the ICT function Well defined prioritisation processes with updates along the way Enhanced visibility and process across statewide implementations An ICT function with the capability to respond in an agile way to organisational and external health needs.
Consider assessing the completeness of the local ICT service catalogue, documenting and communicating clear service catalogue so staff understand the services provided by ICT and by statewide service teams Tie refreshed service catalogue to relevant and appropriate KPIs and SLAs to continuously improve processes and ICT services Consider conducting an analysis of service tickets and other metrics for ICT service demand Leverage statewide investments in service management tools to provide timely support to clinicians and patient, including statewide service management (ServiceNow) roll-outs Uplift the ICT intranet site to engage better with the organisation through, for instance, an easy guide to the ICT services, resources and people.
Northern Sydney LHD in partnership with eHealth NSW
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6.2 Enhance demand management and prioritisation processes
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