IT Infrastructure Library (ITIL)

Carol Chouinard, Director, and Jeff Hersh, Specialist Leader, Deloitte Consulting, LLP. IT Service Management (ITSM) based on the IT Infrastructure Library (ITIL) process framework continues to be increasingly adopted at healthcare provider organizations as they rationalize and standardize their IT operations. ITSM is the foundation that IT builds on to provide consistent levels of services at a reliable, cost-effective price. The ITIL process framework is essentially an open source, best practice framework developed over the last fifteen years which presents the basis around which to develop and implement repeatable, reliable processes for such routine IT functions as change management and incident management. This teleconference provides an overview of ITSM and the ITIL framework, as well as thoughts related to the ITSM software vendor market. Carol and Jeff present some thoughts and insights based on what some healthcare providers, and companies in other industries, are doing related to the implementation of ITSM and ITIL. Finally, they share some thoughts as to how ITSM and ITIL can assist in developing the basis for a reliable technology environment for HITECH requirements.