Healthcare is an enormous industry, and in the U.S. accounts for an annual spend of $10,739 per person. It’s an area where technology can make a real positive difference in the lives of millions, but this opportunity comes with great responsibility. From stringent compliance requirements to security concerns in digitized healthcare, your organization has a unique set of IT Service Management needs.
Our talented advisors and trainers can help you streamline processes and offer personalized care with more efficiency.
The Fortune 500 hospital management company sought to overhaul its IT Service Management approach in order to better serve its customers in IT and beyond. Their holistic approach focused on enabling staff through training while bringing leadership aboard with strategic planning complete with a roadmap for service delivery improvement.
Beyond20 met with leadership at the company to determine a strategy for implementing this transformation. The engagement consisted of an ITSM Assessment to help stakeholders get a baseline of current state – this would serve as the foundation upon which the follow-on strategic planning and road-mapping would be built. Our ITSM Advisors led leadership in this two-day strategic planning workshop, which culminated in a tailored, actionable plan for achieving their transformation goals – complete with short-, medium-, and long-term initiatives. Following the strategic planning and assessment, our project management and ITIL trainers led teams in PMP and ITIL training to ensure staff would understand the underlying principles of the transformation and speak the same language as they began chipping away at the roadmap. Soon, IT teams will undergo customer service training with Beyond20 ITSM trainers to further the organization’s goals of delivering services with excellence.
The integrated healthcare provider was looking to change how IT delivered products and services to customers, integrate a variety of technology-based teams, and enable their workforce with new knowledge and skills and turned to Beyond20 to provide training across a variety of best practice areas.
Beyond20 worked with leadership to design a custom training and coaching program for technology-enabled teams on ITIL and IT Service Management, Project and Program Management, Agile and Scrum, Certified ScrumMaster (CSM), as well as Product Visioning and Roadmapping. Training and coaching not only equipped the workforce with new skills, but also increased organizational agility within and across teams.
The non-profit healthcare organization was looking to provide tailored Agile training and coaching for staff, many of which were non-software teams, to improve how projects were run and how products and services were being delivered to customers. This project was initiated to support the organization’s high-level transformation goals to enhance the customer journey and experience, enable the workforce with new skills, and increase operational agility.
Beyond20 worked with leadership to create a tailored Agile training program across the organization. Beyond20 also provided coaching to help teams organize and prioritize work, create Product Backlogs, and implement Agile tools and techniques to make work visible and drive organizational agility.
Data breaches are on the rise in healthcare. One study by Harvard professor Dr. Thomas McCoy found that 176.4 million patient records were breached between 2010 and 2017. Beyond20 can help you develop an all-encompassing InfoSec Strategy that proactively mitigates these risks and prevents threats from becoming headlines.
With a more strictly defined HIPAA, repercussions for failures in managing personal health information have increased significantly, setting a high standard for data encryption and process improvement. Further, many healthcare organizations should improve their data storage and sharing practices in accordance with the HITECH Act and data retention laws. Beyond20 can help you determine your best options for compliant process, virtualized storage, data replication, and more.
Integrating and improving the exchange of member, patient, provider, and payer data can drastically improve your customers’ experience. We'll be happy to help you integrate your health IT workflows so you can advance the effective delivery of EHR’s, HIE’s, financial, administrative, and clinical data to all stakeholders equitably.
The rise of telemedicine and remote care could relieve a huge amount of staff pressure and allow patients to receive treatment in the comfort of their own homes. More than half of U.S. hospitals now have a telehealth program, and those that don’t will be under pressure to catch up. We'll be happy to look at your current infrastructure and find opportunities for improved mobile use.
First, we collect information on the services you currently have. We do this in two ways: by taking a look at your current documentation and by analyzing tickets from your existing IT Service Management tools. We use this data to facilitate further discussion through a two-day, group workshop with stakeholders where we discuss and agree upon services and lines of service.
Once we have figured out your lines of service, we’ll work with you to build the service catalog, define your services/service-level agreements, and establish a strategic roadmap. We’ll help you determine which services should be customer-facing and which ones should be IT-facing, and we'll also help you choose a service catalog owner to manage it and identify service owners.
Funny thing about a service catalog: you need to publish it for it to have any value. For one, it helps your customers understand what you do. For another, it sets expectations. Plus, it enhances the value of IT in your customers’ eyes because they can finally see all the items they want to order. Let's plan your rollout together so everything runs as smoothly as possible.
Lastly, we’ll help you develop a policy that outlines elements such as how often you’ll review your catalog, when to add new services, and when a service should be removed. We can also establish your catalog as a configuration item (CI) so no changes are made without a request and approval process. We can even facilitate automation of your catalog through a self-service portal.