Standardization and Transparency

IT-Service Management processes in the newly constructed IT-Organization of Klinikum Stuttgart

In 1999 the four city hospitals merged to an owner-operated municipal enterprise Klinikum Stuttgart sponsored by the state capital, Stuttgart. As a hospital providing maximum treatment and as an academic teaching hospital for the University of Tubingen with about 2,300 planned beds and outpatient treatment places, the Klinikum Stuttgart provides more than 44% of Stuttgart’s hospital beds.

The goal of the project launched in 2007 was, to be able to make high-quality and efficient IT-service available to internal clients of the IT department. For this purpose an important component was to consistently define the processes within the newly formed - IT and combine the configuration data of the IT- and telecommunication infrastructure in a central database.

The IT departments were differently organized differently due to diverse sizes, and the tools for the processing of IT-processes of the four hospitals were not uniform and in some cases not even in use. From the start, the further development of already implemented solutions based on SAP was the preferred solution.

The focus of the support processes to be re-defined lay in the creation of a well-functioning service desk, in order to make communication with the user as effective as possible. A great deal of work was put into the quality of IT Asset, User and Communication Data. In the process, master data was structured to enable common structures could be used with Facility Management.

Every effort was made to ensure prompt troubleshooting and expedient order acceptance and processing with an efficient Incident Management Process, in which all IT-groups and external service providers could work smoothly together. The service catalog compiled during the project facilitates the identification of competent specialized groups. It was essential for the project team to ensure processing of the system with as little effort as possible and with good user guidance.

Another important aspect was the requirement of IT-management that would enable intervention at any time on the basis of key process data and knowledge of process quality. Accordingly after only a few weeks the first KPIs were calculated. These enabled the swift recognition of potential for improvement wich could be attended to promtly.

An important factor for success within this project was the experience of the SIRIUS Consulting & Training AG, which both through consulting know-how and the use of an existing system template for IT-Service Management in SAP ERP enabled an efficient project execution was enabled.

For this coming year further steps in the direction of reporting and a direct integration of customers and users in the IT-Processes are planned.

Source: Krankenhaus-IT Fachmagazin Ausgabe 3/2010