The practice of Electronic Medical Records (EMRs) in healthcare has transformed the way patient information is collected, stored, and managed. EMRs are digital versions of paper charts, containing a patient's medical history, diagnoses, medications, treatment plans, immunization dates, allergies, lab results, and other pertinent clinical information. The healthcare industry has widely adopted EMRs due to their numerous advantages in improving patient care, operational efficiency, and overall healthcare delivery. Efficient Information Management: EMRs streamline the storage and retrieval of patient information. They eliminate the need for physical storage space required by paper records, making patient data easily accessible to authorized healthcare providers. EMRs allow for quick retrieval of patient information during consultations, reducing administrative time spent searching for records and enabling more efficient care delivery. Enhanced Coordination of Care: EMRs facilita...
"ITIL is considered a best practice methodology, along with other best practice frameworks such as CMMi, a methodology that guarantees the development of quality in computer systems and COBIT methodology , related to IT government systems ."
The need for service management
At present, giving a good service in the systems department can be decisive for the company to be competitive in the market . Advances in new information and technology systems have made the systems department the engine on which companies depend ; Although it does not produce the final product of the company, it supports all its processes, providing a good service from information systems has become vital.
Simple outages such as a delay in billing systems can cause
the company not to collect its invoices on time, as well as a bad image in
front of customers, although the company does not stop serving its product.
These types of errors are the ones to avoid, which is why the management of
services is becoming more and more important for companies and individually for
the IT department .
Depending on the company, the dependence they have on the IT
departments may be to a greater or lesser extent; Depending on the degree of
dependency, service management must offer greater security, system performance,
quality , etc.
Systems departments must be aligned with the business. To
maintain the systems and not get involved in the business, the information
systems and the business must be aligned ; Information systems must work for
the business and not the other way around. For this reason, the management of
the services of the information departments is one of the objectives of the
information systems and technology departments of the companies .
In the current economic context, it is essential to have
good managers in information systems. The efficiency of systems departments has
become a cornerstone in companies . It is necessary to know the customer /
supplier relationship models that allow continuous improvement in
organizations. All the strategic components are very important, but the
management that is done in the implementation of the different models is more
important.
Contracting of services: outsourcing, offshoring,
multisourcing
• Outsourcing
: subcontracting of internal company services to third parties. It is done
through a contract with the third party and the vast majority of times by a
monetary exchange.
• Offshoring
: subcontracting of internal company services to third parties in another
country. It is done through a contract with the third party and the vast
majority of times by a monetary exchange.
• Multisourcing
: discipline that takes the best internal services and the best services that
the outside can provide for business requirements. Look for methodologies in
service management such as ITIL.
It is very difficult to know what services a company has
outsourced, when we use the services or products of that company. This concept
is fundamental in IT service management. The management of the service must be
in such a way that the clients or the suppliers themselves who work for a
certain company, are not detected when they are coming into contact with the
company's subcontractor or with the same company with which they are working .
The tasks embedded within an IT service management
outsourcing process can be innumerable. Basically all the processes and IT
needs of a company can be outsourced; Here are some examples:
• Software
development.
• Communications
and telephony services.
• Hardware
services.
• External
data centers.
• Customer
service centers.
• User
service centers.
• Maintenance
of hardware and software equipment.
Most companies practice this type of outsourcing of services
to a greater or lesser extent; Companies such as Telefónica, Amazon, JP Morgan
Chase, have used outsourcing:
• Telephone
. In its customer service centers, offshoring has been practiced in countries
such as Bolivia, Peru, Ecuador, etc., trying to find economic savings in
services and trying to improve its centers with greater competitiveness.
It was the pioneer company in Spain in outsourcing services,
becoming one of the leading multinationals in telecommunications worldwide,
thanks to the great international coverage it obtained with offshoring
processes worldwide.
• Amazon .
It has revolutionized the management of services at the level of availability
of hardware and software with high availability and inventors of SaaS (Software
as a Services), IaaS (Infrastructure as a Services) and PaaS (platforms as a
Services), in addition to having generated an offshoring service concept around
you.
They were also the forerunners of outsourcing services,
outsourcing all development and management of the web.
• JP Morgan
Chase . It is the second largest bank in the United States; It already
outsourced all of its systems services to Accenture in the 1990s.
The outsourcing of services is based on 5 pillars :
1. Reasons
for outsourcing and offshoring . It will try to determine what are the
fundamental factors when making a decision to outsource services.
2. Best
practices . What are the best practices for outsourcing services in companies,
steps to follow and appropriate methodologies for it.
3. Business
models . All business models associated with outsourcing services. Analysis of
the value chain of the organizations and evaluation of the most suitable
solution for each case.
4. Implementation
of a service outsourcing model . How to measure the productivity of each
situation, what are the appropriate steps. The balance of knowledge (which
remains outside and which remains inside), selection of suppliers, selection of
destinations, selection of SLAs, etc.
5. Return on
investment and risks . What are the main risks that are run when carrying out a
service outsourcing process and how to minimize them.