Health First – IT Service Management (ITSM) Advisory Services

Health First - Consulting/Infrastructure (ITIL, VBM, Service Catalog)

The Client: Health First, Inc., a leading healthcare provider in Brevard County, Florida, manages a network of hospitals, administrative offices, and outpatient centers, along with a large medical group and a host of other facilities and services.

Business Problem : In an effort to more closely align IT with operational and business objectives, Health First engaged Emtec to lay the groundwork for a Value-Based Management (VBM) approach to technology.

Solution : Since Health First wanted to address not only IT services but the full range of its support services across the organization, Emtec initially focused on the service catalog elements of VBM. A master list of services was created to map the various service categories across Health First’s seven support streams. Emtec also delivered an overall assessment of Health First’s VBM readiness, including a list of the gaps in the service delivery that Health First can use to target improvements.

Results : Together with service definitions and value assignments, this information provided Health First with a template on how to continue the process of developing its service catalog. To ensure effective knowledge transfer, Emtec also conducted workshops with managers and directors throughout the organization, and provided detailed workbooks on how to continue the process.

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