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...
“ Control and improvement are powers provided in an isolated way by the ticket management tools . However, achieving excellence in service is only feasible by combining both. "
Control processes
Service control is described by ITIL in its volume Service
Operation. Its objective is to ensure that IT services are available in an
effective and efficient way. This includes meeting user requirements, resolving
incidents, correcting problems, and performing routine tasks. ITIL defines nine
stages or processes for this.
• The event
management aims to ensure that all services and infrastructure components (CIs)
are constantly monitored to filter and sort events. In this way, it is possible
to carry out the necessary decisions.
• The
incident management aims to control the lifecycle of an incident. Its main
objective is to return the system to normal in the shortest possible time.
• The
fulfillment of requirements tries to fulfill all the requests that the service
receives. In most cases, these are minor or standard changes, such as password
changes or request for information.
• The
access management wants to control users entitled to use a service, and
prevents access by unauthorized users. It usually entails the application of
the policies defined by the technological security area.
• The
problem management controls the lifecycle of problems. Its objective is to
prevent incidents and minimize their impact when they cannot be avoided.
• The
control of operations monitors and controls the IT services and infrastructure
that supports them . Performs routine tasks related to the operation of
infrastructure components and applications on a daily basis. This includes job
planning, backups, restoration of activities, and routine maintenance.
• The
facilities management controls the physical environment in which the
infrastructure is service. It manages aspects such as the cooling of the equipment
or the administration of the accesses to the buildings.
• The
technical management is in charge of providing technical assistance and support
in the management of the infrastructure.
The main roles involved in controlling services are:
• The first
level support , whose responsibility is to record and classify the incidents
received and carry out an immediate effort to restore an IT service that
presents errors as soon as possible. If there is no immediate solution, it is
delegated to the second level of support. The first level of support also
processes service requests and keeps users informed about the status of their
incidents at agreed intervals.
• The
second support level is responsible for the incidents that can not be resolved
immediately by means of the first level. If necessary, external support will be
requested, for example from software or hardware manufacturers. The goal is to
restore a failed IT service as soon as possible. If it cannot find a solution,
the second level of support relays the incident to problem management.
• The
support third level is usually found in hardware manufacturers or third party
software (suppliers). Their services are requested by the second level of
support, if necessary, to resolve an incident. The goal is to restore a failed
IT service as soon as possible.
• The
access manager (Access Manager) grants authorized users the right to use a
service, while preventing the access to unauthorized users. Essentially, it
executes the policies defined in technological security.
• The
facilities manager is responsible for managing the physical environment in
which the IT infrastructure is located.
• The
Incident Manager is responsible for the effective implementation of the
incident management process and carries out the corresponding notifications. He
represents the first stage of the escalation of incidents, when they have not
been able to be solved within the agreed service levels.
• An IT
Operations Manager will be required to take overall responsibility for a number
of service operation activities. For example, this role will ensure that all
day-to-day operational activities are performed in a timely and reliable
manner.
• The IT
operators are personnel performing operational activities of the day. Typical
responsibilities include: performing backups or installing patches.
• A team of
emergency incidents (Major Incident Team) is a team that is set dynamically by
IT managers and technical experts, usually under the direction of the Incident
Manager, formed to focus on solving a serious incident.
• The
problem manager is responsible for lifecycle management for all problems. Its
main objectives are to prevent incidents and minimize the impact of incidents
that cannot be prevented. For this purpose, you stay informed about known
errors and their workarounds.
• Finally,
the Service Owner is another important role in controlling the process. It
ensures that the service is aimed at meeting the needs of the business and is
the main actor when it comes to managing all the information related to it.
Thus, in incident management, it participates in the crisis
management team for high-risk / high-impact incidents. In problem management,
it collaborates in the identification of the root cause and evaluates the
proposals for definitive solutions, understanding how they impact the service.
In change management, he participates in the approval table.
The ticketing tools that provide better control of services
will be those that allow storing in an orderly and structured way data on:
incident management, problem management, release management, change management,
configuration, service continuity, availability and service capacity and
financial information for service provision . In addition, it is essential that
the tool allows the management of the configuration database (CMDB).The CMDB is
a database that contains relevant details of each CI and the relationship
between them, including the physical equipment, software and the relationship
between incidents, problems, changes and other data of the service. The CMDB is
a critical component of the ITIL configuration management process.