ITSM in the health sector

IT organisations in hospitals are taking care of more and more technical equipment, because in today's IT landscapes, classic IT, building automation and medical equipment technology are increasingly growing together. Creating a platform for all service teams is therefore the goal of introducing or optimising IT service management in most IT departments. With this, all users of the hospital (IT, administration, wards, laboratories ...) should place their orders for building services, medical technology, cleaning, IT, etc. at a central point.

It is advisable to design the service processes in areas of critical infrastructure in conformity with ITIL, as ITIL is internationally established and recognised accordingly. It also covers requirements from the security requirements from B3S or ISO27001, which are important for hospitals. In order to retain their own freedom of decision and design, also in the sense of the much propagated digital sovereignty of public institutions, open source software solutions are increasingly coming into focus.

KIX is such an open source software for ITSM and, thanks to its comprehensive workflow certification, is suitable for the areas of application mentioned. Using practical examples from three hospitals of different sizes, the lecture explains the respective project procedure. It provides insight into how the topics were approached and which service processes were implemented in a way that built on each other. It also looks at how different players in the hospital who do not deal with IT on a daily basis were involved. These include, for example, the building technicians or the cleaning service. But also medical staff, who must be regularly instructed and trained in technical equipment.

In addition to the process control for service orders, the handling of regularly recurring tasks and maintenance orders is also dealt with on the basis of a maintenance calendar. The technical integration of KIX into the surrounding IT landscape, into monitoring systems, server and client management solutions round off the lecture. During the lecture, important learnings and handling tips will be given following the concrete practical implementations.