BMC Med Inform Decis Mak - The status of IT service management in health care - ITIL? in selected European countries.

Tópicos

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Resumo

CKGROUND: Due to the strained financial situation in the healthcare sector, hospitals and other healthcare providers are facing an increasing pressure to improve their efficiency and to reduce costs. These trends challenge health care organizations to introduce innovative information technology (IT) based supportive processes. To guarantee that IT supports the clinical processes perfectly, IT must be managed proactively. However, until now, there is only very few research on IT service management especially on ITIL? implementations in the health care context.METHODS: The current study aims at exploring knowledge about and acceptance of IT service management (especially ITIL?) in hospitals in Austria and its neighboring regions Bavaria (Germany), Slovakia, South Tyrol (Italy) and Switzerland. Therefore highly standardized interviews with the respective head of information technology (CIO, IT manager) were conducted for selected hospitals from the different regions. In total 75 hospitals were interviewed. Data gathered was analyzed using descriptive statistics and where necessary methods of qualitative content analysis.RESULTS: In most regions, two-thirds or more of the participating IT managers claim to be familiar with the concepts of IT service management and of ITIL?. IT managers expect from ITIL? mostly better IT services, followed by an increased productivity and a reduction of IT cost. But only five hospitals said to have implemented at least parts of ITIL?, and eight hospitals stated to be planning to do this in the next two years. When it comes to ITIL?, Switzerland and Bavaria seem to be ahead of the other countries. There, the highest levels of knowledge, the highest number of implementations or plans of an implementation as well as the highest number of ITIL? certified staff members were observed.CONCLUSION: The results collected through this study indicate that the idea of IT services and IT service management is still not widely recognized in hospitals in the countries and regions of the study. It is also indicated that hospitals need further assistance in order to be able to successfully implement ITIL?. Overall, research on IT service management and ITIL? in health care is rare.

Resumo Limpo

ckground due strain financi situat healthcar sector hospit healthcar provid face increas pressur improv effici reduc cost trend challeng health care organ introduc innov inform technolog base support process guarante support clinic process perfect must manag proactiv howev now research servic manag especi itil implement health care contextmethod current studi aim explor knowledg accept servic manag especi itil hospit austria neighbor region bavaria germani slovakia south tyrol itali switzerland therefor high standard interview respect head inform technolog cio manag conduct select hospit differ region total hospit interview data gather analyz use descript statist necessari method qualit content analysisresult region twothird particip manag claim familiar concept servic manag itil manag expect itil most better servic follow increas product reduct cost five hospit said implement least part itil eight hospit state plan next two year come itil switzerland bavaria seem ahead countri highest level knowledg highest number implement plan implement well highest number itil certifi staff member observedconclus result collect studi indic idea servic servic manag still wide recogn hospit countri region studi also indic hospit need assist order abl success implement itil overal research servic manag itil health care rare

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